Pru UK Reviews 3,617

Everyone i spoke to was helpful and polite

I made a very simple request to have my account and importantly my dashboard Selected Retirement Date (SRD) changed. I also asked for some simple confirmations around having my communications and options packs provided digitally. I did this through the secure portal and via email.

The incompetent offshore secure portal team just don't read requests properly. They continually respond with please contact us when you turn 55 and we will help you. They have no concept of preplanning so you are ready at 55, not beginning the process then, I'm very cognisant they have a well documented history of slow interactions once you do start the process of seeking regular payments, but irrespective supporting investment decisions in advance is an obligation placed on them and mandatory for them to assit in. The most basic of which is recording your desired SRD.

They also don't understand that this tardy response directly contravenes their responsibilities and obligations as set out by the regulator and in statutory law.

Under FCA COBS 19.4.5AR, they are required to provide my retirement options statement between four and six months prior to this SRD date, which they are failing to adjust repeatedly by not updating my SRD in my dashboard and statement. How can they expect to process the later workflow properly, if they cant update the date that triggers it correctly?

I originally requested the SRD change on the 19th Feb, it was ignored, not even acknowledge. Then raised a formal complaint on the 25th March with the complaints team, again not acknowledged and again on the 27th March, once again ignored. Tried again 1st April and reraised the complaint. Still no response.

They listened when I had a problem contacting an advisor .
My claim was dealt with quickly and efficiently

Did a pension fund transfer. Went smoothly and no problems whatsoever

The Pru was really helpful sorting out my pension, the service was quick and efficient. The financial adviser was very good he explained everything to me very thoroughly. Would 100pc recommend them

Found the literature overwhelming and confusing for a relatively small amount of money I was due to receive.

If allowed, I would not give even 1 star! My recent and ongoing experience withdrawing funds from my Prudential Investment Plan, has and still is an absolute nightmare.

I requested a withdrawal in order to financially support my daughter and her family in purchasing their home. The initial hard copy documentation was sent via next-day delivery but was reportedly not received. To avoid delays, I subsequently emailed all required documents. I clearly communicated the urgency of the situation, including the property completion date and was reassured the funds would arrive in time. Unfortunately, this did not happen and despite making numerous phone calls, I have yet to receive a clear explanation as to why the transfer has not been completed. I have repeatedly been told that the transfer “cannot be traced,” which is deeply concerning given the significant amount of money involved. I have spoken to numerous people every day its very time consuming and frustrating.

As a direct result of this failure, my daughter and her family were unable to complete their house purchase as planned. They had removal vans packed and were ready to collect their keys, only to face last-minute disruption. They were put at risk of breaching their contract due to non-payment of the completion statement balance, which could have resulted in losing their deposit and home. I was forced to borrow money from friends and family at short notice to prevent this outcome putting me in very embarrassing situation. I have incurred additional financial costs and significant emotional distress during an already difficult time following my husband’s passing.

I have also experienced poor customer service, having to repeatedly explain my situation to different representatives. Being told they are just Admin and not being able to be transferred to a representative in the Finance Dept, the people who deal with the transfers etc. Promised callbacks were not fulfilled and no clear ownership or resolution of my case. This situation has been extremely distressing for both me and my family.

I am now still waiting for a full explanation of what has happened to my funds as well as immediate confirmation of the current status but have just been told I have to wait as these things take time! The strange thing is, this morning I did receive a small nominal amount for the inconvenience which went into my nominated account! I need to know the location of the transfer, prompt release of my withdrawn funds, compensation for the financial losses and distress caused and a formal investigation into how this situation was allowed to occur. I have asked to speak to a manager or someone higher up the organisation, but this doesn't seem to be an option.

From a very unsatisfied customer

As I said the only issue was not knowing when I would receive my money

I updated my Bank name which was dealt with promptly

I wish prudential post letter to me can make quickly.

Answering questions

very good company to deal with always keep me informed to what is going on

I chose Prudential because I worked for them at the time when Peter Davis was their CEO. It was a well managed investment company then and is now. My returns have been ample.

Ease of process and timescale