Prudential Plc 

I Originally sent a request to you after seeing a blog from Martin Lewis in regards to people that may have policies they have forgotten about and just send through a request which i duly did and then i heard nothing so i then contacted Financial Ombudsman Service who took all my details and said he was now my contact but since then no contact from him either so i had a chat with our legal dept at the University i work at and they suggested i try and make contact this way because as far as they can see this should have been a very straight forward request which seems to have become a nightmare

Dealing with a number of pensions/lifa assurance policies for my brother in law who passed away last October. Pru are by far the worst to deal with, despite them having the paperwork completed and returned first, all others have been settled 6 weeks ago while we are no further with the pru. We’ve had a letter asking us to confirm in writing that my wife was not financially dependent on her brother, a letter saying they can’t find any record of the policy, and then another one saying ‘thanks for submitting all the information required, we are just gathering the information we require’. Everyone of the letters have been contradicted multiple times by someone on the phone, and after being ‘escalated’ they now won’t tell us what they are waiting for. The nature of their business means they are dealing with people who have a lot going on, and they should be ashamed at how they treat them.

I have a local authority pension related AVC with them. Takes 6-8 weeks for salary deductions to show on account and have had what they call repeated "admin" errors (on their side) in valuation of funds. Compared to other related companies, very slow to process anything.

Absolutely shocking customer services! Lies, fobbed off with awful excuses, delaying paying out... Awful company!

Shocking!! Can't log in even though all details are verified correct. Live chat can't find me in their records - even though they've just sent me an email!! My annuity was sold on to them from Scottish Amicable without my consent years ago. The original annuity was with bonuses, the Prudential one is £300 a year - just not worth all this hassle.

I wish I had read the review before got involve with Pru, Just had the most terrible meeting with their financial advisor. He just wanted me to put all my cash into stock and shares, showing me the graph of 7.6% return rather than warning me the capital is at risk, even though repeatedly told Matthew Evans I want low risk fund. By the time he realised I have low risk approach towards to the investment and my pension funds, he basically just told me to go back to Aviva and not to waste his time, terminated the call abruptly. It’s arrogant and insulting, don’t bother putting your hard earned money with Prudential, they are not interested unless you take high risk funds and charges a fortune for the commission. I found the whole meeting distasteful and disrespectful. Financial advisor is supposed to build long-term, trusting relationship with their clients so we can have confidence in them, yet, they look down on you!

My husband has been trying to access his pension pot for many months with one issue after another including A4 letters being placed in envelopes when the address is not visible. We are just about to take legal advice now. Suggest you look elsewhere as we keep being told "It's because its so old" ...yes that'll be because its a pension.

By a long shot the worst company I have ever had the displeasure to have any dealings with. Backward doesn't begin to describe them. I've been trying for weeks to get a small pension fund withdrawn and I'm going around in circles. Inept communication and that's when they answer the phone or emails which for emails takes about 1 week if your lucky, phone communication means at least a 45 minutes wait at best.
In terms of investment they're useless, better off just having the funds under your bed mattress.

Why the FCA hasn't closed them down beggars belief.

Starting to think they're just a huge criminal scam and I will never get my funds.

I wouldn’t give them 1 star! My husband is terminally ill and we have been trying to get them to pay his pension to his ex wife as part of an ear marking order. Promised call backs never received. They have every piece of paperwork requested and money transferred into a holding account but nothing. They do not care that he is terminally ill …. At my wits end caring for my husband and trying to deal with this. So many excuses - apparently it’s admin/technical team holding everything up. But unable to speak to technical team ….. heartless company !

Trying to access my pension . Can't register online as these Morons have changed the criteria . Now when I get to speak town advisor I'm interrogated about what I'm doing with MY MONEY and do I know what I'm doing ? Writing a letter of complaint as I can't find an email address . Not that it'll get me anywhere. AVOID THIS COMPANY worst I've ever dealt with . Put your pension money with someone else . They want your money but when you need it they'll put up obstacles and interrogate you about what for ?

This is the WORST company I've ever dealt with. Rude, incompetent, unable to answer the simplest questions (calls generally outsourced to India, where they're obviously working off scripts, lost paperwork, totally unnecessary paperwork), I could go on but don't want to waste my time as they have wasted mine. Do not invest in this company.

If I could give nil star I would. my husband died dec 2025 and, since that day, Prudential have been most unhelpful. I agree with other comments here, they want to hang onto the money. My husband took out a life insurance policy and Prudential say they never received certain info and yet I have an acknowledgement from them saying they HAVE received it. give Prudential a wide berth

I worked in local government for 18 years. I took out an AVC to top up my pension back in 1998. Came time tk claim it and they are saying it was life only cover. As a local government employee I receive 3 times my salary death in service and as a homeowner I had a mortgage with life cover, more than was needed to pay off my mortgage. I was missold a policy by them. The actual policy looked into by the Financial ombudsman even states it is down as Nottinghamshire County Council AVC fund....needless to say they are a bunch of scammed who will not pay out and unfortunately as I left local government and the policy lapsed over 6 years ago neither will the ombudsman.

Confirmed my contact details were correct, then rang me on the incorrect number. Not impressed.

god help me, all i want is my money ......cant reach any one on the phone because they have "issues " .did reach someone on the chat line and wait for it ,they can try and give me a call back in ......two weeks !!!!!! oh well, off to the ombudsman again,what a waste of my most precious commodity ..my time . never ever had dealings with a more pathetic company

I would have given no stars if I could. Can never get hold of them, beginning to wonder if they have folded with my money!!! Unbelievable customer service

What a shower of shite , don’t give them your money, you’ll have a fight to get it back .

To be honest I wouldn’t even give them 1 star. My dad past away 21 months ago and we are still waiting to sort out Draw Down Pension.
Lost papetwork, poor customer service, unhelpful staff, administration errors.
Have just read that on the 16/01/2026 that 100 employees of Prudential life Ins obtained money fraudulently from over 500 customers.
Registered a complaint in 13th of January 2026.
I

It took them 4 months to name 2 beneficiaries who were clearly identified by the will as sole beneficiaries. Then they refused to pay out one beneficiary who wanted to take lump sum until the other had took financial advice. 6 months since they were notified of fathers passing they are happy to hear complaints but saying another 2 months to even respond to them. For a company who people put trust in to manage their money once they pass their service is shocking. Neither I, nor my family or friends will ever have dealings with this clown show again.

Truly awful to deal with.
Webchat sends you in circles.
I’ve been trying to get MY MONEY from them for 5 months. More than £99,000 of my own money.
I’m at my wits end. And almost destitute as I NEED this to live on.
My mental health is ruined.
Every time I contact them it’s ’we Need to check the system in 24-48 hours’ it’s horrific the way they fob you off.
If I could give them 0 stars I would.