Pru UK Omdömen 

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

Very poor customer service. Makes every transaction very difficult to do? Even when you want to pay in money. Everything seems to be paper based. Customer service couldn’t answer simple questions and so asked me to send a physical letter to an address to get the answer to a very basic question about business pension. Very outdated company that operate a complicated and arduous customer experience making it difficult to manage your pension. As a result I’m changing provider to one that easily lets me manage my pension online (once I’ve gone through the crazy amount of bureaucracy and reams of paper to release my funds!).

Accurate information

Everything was dealt with very efficiently & much more smoothly than I expected.

Everything straight forward, good communication

I hate doing these surveys

Unfortunately there is no rating below 1 star - if there were I would use it. Woeful incompetent service. Admin staff of lowest call centre calibre who appear untrained with little understanding of what they are doing, given the info sent to me. Almost 2 weeks ago, I requested a fund switch to cash. No action whatsoever on their part to this request, (apart from sending me twice irrelevant information which I did not ask for and not sending me information I did request!). Wasting policy holders' monies through fund costs covering such incompetence, is hardly value for money! My fund switch should have been processed at the day's price if requested by midday (or the next working day if later) and should fully settle within standard market time frames (typically a few working days). It is a standard fund and not a PruFund. I have not even had a substantive response to my request and it is now almost 2 weeks, and my fund is losing value. Prudential governance requirements requires fair treatment of customers. I am not experiencing fair treatment and Prudential is failing to meet its legal and regulatory obligations to protect me, as a consumer. Immense frustration, stress and significant time incurred in unsuccessful (to date) attempts to get action - this is not acceptable and needs to be challenged.

Very helpful and knowledgeable telephone conversation

Helpful and efficient.

I thought the service i received was first class from putting in to withdraw money it only took one week to receive my cash that was really quick

I’ve used the service several times so it was straightforward.

Making a partial withdrawal from my Personal Pension, I called the Pru on 18 Sept 2026 early in the afternoon to ascertain when I could expect to receive my funds.

A pleasant young lady informed me that had I called prior to midday, I would have received my funds by close of business via CHAPS. I was then informed that it would therefore DEFINITELY be 21 Sept 2026.

As nothing had arrived in my bank account by the afternoon, I called and was informed by another gentlemen that yes, I would DEFINITELY be in receipt of said funds by close of play.

Play closed and still no funds. I therefore called again this morning (22 Sept 2026) only to be told that BOTH people I had spoken to had given me incorrect information and worse still, that I would have to wait another day and would DEFINITELY receive them on 23 Sept 2026.

Incensed by this woeful level of service, I demanded to speak to a manager however, none were available. I was assured I would get a call from a manager by close of play however, that was over 5 hours since my earlier and I've not heard anything.

I was told that even if a manager called me, it was highly unlikely that he could do anything to help.

Who knows, maybe a manager will call me later today however, given I've been fed incorrect information on two separate occasions already, I'm afraid I'll take anything I'm told with a pinch of salt.

Some very serious training needs here.

The prudential where easy to deal with but over the years very little information or communication about how my pension was doing??

Absolutely the worst experience I've had in a long time trying to withdraw what's rightfully mine countless questions to which meant absolutely nothing from a man in India who quite clearly didn't want to assist they treat you like a complete idiot asking the same idiotic question after the tenth time I did lose my patience im a grown man and know what I need its my fund pot not there's to do what they consider the right thing regardless of whatever I regret ever getting a pension now should of just banked it at home and gambled in other markets these people really are the pits
Message to you lot at the Pru
1 its not your fund
2 we are all aware of any consequences of withdraw
3 we all know you just hankering to keep the fund and syp off figures once the decision has been made
It took me 6 calls
280 minutes on individual calls
I was asked 14 times on one call if I was sure I wanted a total withdraw
Im sure that if they manged to persuade people to take a draw down then most of the pain I suffered wouldn't of taken place
Advice to anyone just starting out don't invest in a pension especially with this lot look at alternatives there's loads out there
It’s now 4 hrs after writing this review I’ve got to say it’s left me drained and somewhat stressed surly this isn’t right

One to one conversation. Quick, very helpful and thorough service from a very efficient, knowledgeable person/company.

So simple, thank you.