Pru UK Omdömen 

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.

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.

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.

As I said earlier everything was straightforward

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.

My request was dealt with efficiently and quickly

I had problems accessing my account but telephone calls sorted it and then it was very straight forward. The text message came saying the process had started but did not get any more. Overall it was fine and the investment itself excellent.

Easy to use on line process, good communication and timely response.