Pru UK Bewertungen 

Pru are asking for evidence that is totally irrelevant to the situation of my mother and her late partner. Because my mother is in a home with dementia I can not prove financial dependency and my mother is not able to receive benefit from his annuity.They lived together for 40 years and we have endless evidence of every thing pru ask for but nothing within three months of his death.
Because of terrible illness pru benefit financially and my mother loses out.

The ease that all my requests were dealt with was very straightforward

They stuck me with an advisor who was quite happy to drain my pension after meeting me for 45 minutes. Year after year. I met him in 2018 had no contact until I stop his charges in 2026. I'm so angry with this pension provider, they don't give a fig about me and you. Nil points 👎. What a waste of not hundreds but thousands of pounds. I only had a small pension of just under £100000. The more you have the less the charges seem to be with the PRU. WHY?

Very polite, friendly and knowledgeable member of staff

Dealing with Prudential following the death of my late mother, Mrs Margaret Macdonald, has been an incredibly frustrating and upsetting experience. Nine months after her death, we are still dealing with repeated administrative failures, delays and errors.

The main issues we have experienced include:

1. Repeated errors in personal details

Prudential has repeatedly misspelled my late mother’s surname and incorrectly referred to her gender. Despite raising these errors, they continue. In fact, I received another letter this week with her name still spelt incorrectly.

2. Multiple letters instead of clear communication

Rather than sending one comprehensive letter explaining everything required, Prudential has sent multiple letters, often back to back. This has created unnecessary confusion, duplication and delays.

3. Letters sent to the wrong address

Letters have repeatedly been sent to my brother’s house with an incorrect address, meaning correspondence has gone missing or may have been delivered to somebody else. This raises serious concerns about the handling and security of sensitive personal information relating to my mother’s estate.

4. Correspondence going missing at Prudential

Letters have gone missing at Prudential’s end, only to be found days later. We should not have to chase important documents or spend time trying to establish where correspondence has gone.

5. A missed payment commitment

Prudential promised the first instalment of payment for 19 October but failed to meet this commitment. When challenged, the explanation was that “workload issues” were preventing the payments from being received. This is not an acceptable explanation for failing to meet a promised payment date.

6. Confusing and inefficient executor verification

Prudential asked me to send a copy of the documentation confirming that we were the executors. Two weeks later, they wrote to say they required the original. They then provided a link to upload it, only for me to discover that the original official documentation could not be submitted this way and original had to be sent by post. None of this was explained properly at the outset, causing further unnecessary delay. That is three different instructions for one simple request

7. Repeated requests for information already provided

Despite confirming on 19 July that we did not require financial advice and wished to proceed without guidance, Prudential subsequently requested the same information again. In fact between my brother and I, we received seven copies of the same letter

8. £200 compensation paid in July, but the errors continue

Prudential paid £200 compensation in July for previous correspondence errors. We hoped this would mark a turning point, but multiple further errors have occurred since then. Receiving yet another letter this week with my mother’s name spelt incorrectly demonstrates that the underlying problems remain unresolved.

Nine months after my mother’s death, this is a persistent pattern of administrative failures, not a one-off mistake.

We have repeatedly supplied information, followed instructions and chased progress, yet we continue to encounter errors, delays and poor communication. The potential misdirection of sensitive personal information is particularly concerning. Please note that my mother’s financial advisor has also engaged with Prudential to confirm our concerns.

Losing a parent is difficult enough without spending months managing the administrative failings of a financial services company. Our experience has been exhausting, upsetting and deeply disappointing.

I am asking Prudential to respond publicly to this review, acknowledge the repeated failures, explain what action it will take to address the problems and provide a clear, reliable timetable for completing my late mother’s estate administration.

A generic apology will not be enough. We need accountability, practical action and a commitment to prevent these problems from continuing.

Bereaved families deserve accuracy, accountability, secure handling of personal information and compassion. Nine months after my mother died, we should not still be fighting to get this process handled properly.

So far so good.

I've recently had to contact Prudential to discuss some queries regarding a bond. On both occasions they explained everything fairly well and responded fairly quickly to my online messages to them. All in all pretty good.

Clear information given in caring manner, timescale promises adhered to.

Everything was completed in a timely manner

Extremely poor service, repeated delays and broken promises

I have been dealing with Prudential regarding access to my pension, and the experience has been incredibly frustrating and stressful. The level of administration, communication and customer service I have encountered from a company that was once so highly regarded has been deeply disappointing.

Repeated promises, but no action.

I have repeatedly been promised telephone calls that never materialised. On several occasions, I have had to contact Pru myself to chase matters that I was assured would be dealt with.

On 25 and 28 September 2026, I spoke to Pru regarding the verification of my address abroad. During the second call, I was instructed to provide a current bank statement in English and PDF format, showing my address. I was assured that, once I had submitted this through their secure messaging facility, I would be contacted within 24 hours.

I provided exactly what was requested. No call came.

I subsequently telephoned Pru again on 2 and 4 October and was once more told that I would receive a call within 24 hours to confirm the address change. Again, no call came.

I wrote to Pru on 4 October to advise them that I was considering publishing a review of my experience on Trustpilot.

On 27 September, I received a letter containing a client agreement and other information about their services, charges and identity verification requirements. The letter also stated:

"Thanks for your recent call. As promised, the information you need to take the next step has been sent to you separately, and you should receive it soon."

However, I have not received this separate information.

When I telephoned again to chase the address change, I was told that, despite having already supplied the requested proof of address, the amendment would not be completed until 19 October. This is almost three weeks after I had informed them of the change and provided the documentation they requested.

I find it particularly difficult to understand why this should take so long, especially as Pru had previously changed my address to without requiring this proof.

These incidents are not the only problems I have encountered. I have also received repeated correspondence containing information I had already been given, rather than seeing my case progress. On an earlier occasion, I was given a scheduled callback and waited during the agreed time period, only for the call never to arrive.

The Pru has already acknowledged service failures in my case and paid compensation. Unfortunately, the problems have continued.

Having read other recent customer reviews on Trustpilot, I am also concerned that many other people appear to be reporting similar experiences involving delays, poor communication, repeated requests for information and a failure to follow through on promises.

Dealing with a pension is stressful enough without having to continually chase the company responsible for it. A financial services company should be helping its customers access and manage their money, not becoming a financial hindrance through administrative failures and poor communication.

CRITICAL EVIDENCE UPDATE (October 2026):
Prudential publicly replied to my previous review asking me to email them directly with my policy details so they could resolve this. I followed their instructions exactly and emailed them 10 days ago. I have been completely ignored, and nobody has contacted me.
Furthermore, I have just checked my statements again and uncovered a truly shocking administrative mix-up. Prudential has completely flipped and inverted the retirement dates across my two historic policies entirely on their own initiative. On my secondary SERPS policy (originally contractually set for May 2024), they shifted the records to age 69. But far worse: on my high-value 1986 GAR Annuity policy, they have unilaterally moved my retirement date to age 74.
There is an incredibly sinister corporate motive behind this specific date manipulation. Most historic 1980s policies dictate that if a pension is not structuralized by your 75th birthday, your Guaranteed Annuity Rates (GAR) are permanently lost. By secretly shifting my GAR policy retirement age to 74 behind my back, Prudential has engineered a trap—insinuating that I am accessing it "early" today at 67, while running down the clock so that the moment I hit 75, my valuable lifetime guarantees vanish entirely off their balance sheet.
I have the official black-and-white 2011 and 2013 statements proving my true retirement timelines. They have zero legal basis and zero signed authorization from me for these changes. The Financial Ombudsman Service has been handed this definitive proof of bad-faith data manipulation.
Stock reply

It took one week for my transaction to be completed.

Good and clear information.. ad good products.

I wanted to take out my AVC money, which I was told in June could be accessed very quickly and easily, as I am in the process of buying a house. I phoned and was told the quickest way to do so is via their online platform. Due to a technical issue on their end, I could not create an account. To resolve this, it requires their IT department in India to raise a ticket that will take between 7-10 days just for a response as to what the problem is. I was transferred to and kept on hold with the call centre in India for at least half an hour and kept getting the same guy saying the same thing - he could not understand me and I could barely understand him. I phoned back Pru in the UK.

They were unsympathetic to say the least. Despite knowing that I am a vulnerable customer, as it is on my file and I alerted the advisor, and that I need the money, which I could have taken 9 months ago, urgently, they said the quickest they could get the paperwork out to me was 3 weeks, possibly 2 weeks, 'if the email works, but it often doesn't'. I was so upset and frustrated that I asked to submit a formal complaint. Despite my recounting how difficult this situation is, the advisor was inappropriately cheery - at one point I honestly thought that he was doing it to be disrespectful, as I was nearly in tears. I was given no complaint number, despite asking and was told they'd contact me regarding the complaint - deliberately vague. At the end of the complaint, I asked again why, as an identified vulnerable customer on my account, facing financial hardship due to the delay, and it not being my fault that their IT system is not working, there was no way to fast track the process which seems inordinately slow. The advisor eventually and reluctantly said that, under these circumstances, he could maybe get it out to me in 2 weeks or possibly 1 week 'if the email works' - over an hour after I first called and having asked him if there was any way to speed it up several times. Pru are making interest on my money and are unreasonably denying me access to it. Their customer 'service' is more like customer torture - I got the distinct impression that the advisor found the situation funny as his responses were inappropriate and mocking. It is not my fault that there is a problem with their system, that their postal systems are so slow or that their email systems are so unreliable and take ages to fix because they are outsourced abroad. To have to explicitly demand a fast track when I am flagged as a vulnerable customer and had spoken at length about the financial hardship the delay will cause, is unacceptable. They have had my money for 30 years and have probably made thousands out of it; I expect better.

The information you required was far to technical for me and should perhaps have been better directed to my pension provider who would have had all the information.

Just a simple letter produced the desired outcome.

After a lengthy battle last year to claim part of my pension the review on Trustpilot was the only thing that seemed to help advance the process. Now here I am again as the second part of my pension matures in less than 6 months. However despite numerous attempts to discover the value of the pension via my online login the screen displays a message stating that my policy information is currently unavailable. Not helpful! Neither was the operative I encountered in the online chat. They suggested I clear cache and unblock pop ups but on the very same page it DOES display the information regarding the annuity I bought. So clearly his suggestions do not help. I considered a phone call but after the ineptitude I suffered last year I decided against it.
I opted for online access as I imagined it would be simple to see my policy at the click of a button. Not so. I have a right to see the amount of MY pension pot, but it appears too difficult for Prudential to expedite this.

09.10.2026

Thank you for your message.
I emailed to social on 7 Oct 2026 at 19.48! as requested by you.
No one has responded!!
Surely. you can contact your customer services and get more information.
Thank You
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Tried to upload withdrawl documnets.
Did not work.
Called customer services.
Not helpfull at all.
Cannot speak to IT/Or Manager.
Only option is to send the forms by post in this 21 st century!!!
Surely such a large company cannot be proud of this poor service Or lack of service.
Remains to be seen if the Complaints Team respond professionaly.

Have emalied social as requested by you.