If you complain to the Pru You can expect a dismissive obfuscating and avoidance letter dismissing your complaint. They do not resolve complaints but resist them. Their policy appears to be to kick complaints into the long grass for the ombudsman to deal with a couple of years down the line. Prudential used to have a good reputation but they have lost it through miss- selling and appalling customer service. Only two years ago Prudential were fined £ 23 million by the FCA for miss- selling and they have gone from bad to worse.