Prudential Reviews

1.4 Rating 124 Reviews
11 %
of reviewers recommend Prudential
1.4
Based on 124 reviews
Customer Service
Communication Channels
Telephone
Queries Resolved In
Over A Week

Write Your review

Tell us how Prudential made you happy
Help future customers by talking about customer service, price, delivery, returns & refunds.
Minimum 10 characters
Would you like to add a photos or videos?
Strengthen your review by uploading photos & videos.
Drag files here or browse
(Supported files: jpg, png, mpeg, ogg, mp4 & webm)
What's your name?
Leave this blank if you'd like to publish your review anonymously.
(Optional)
What's your email?
We need your email address to verify that your review is genuine
Please note that we may share your email with the company to verify your order.
Anonymous
Anonymous  // 01/01/2019
I know it’s early days but I was 55 in February and after all the work going into getting my pension paid out in lump sum, Prudential are already delaying my payment with excuses. There was an apparent delay then they said it will take another 5-10 work days to payment. If this delay tactic keeps going on will get financial ombudsman involved. But I’ve heard from two people who have had all the delay tactics bestowed upon them and it has taken six months or more to get there pension paid out. So I’m dreading it. Never use them. Don’t even deserve 1stsr.
Helpful Report
Posted 1 year ago
Pension transfer to SIPP pending since 5 months: I have been waiting for my pension transfer to a SIPP for the last 5 months. They just keep asking for unnecessary info and documents, on some pretext or another. And every time I provide the info and/or document they ask for 32 working days to action, after which they ask for some other info and then another 32 working days and so on. I am moving ahead with filing a court case for compensation and in the process of creating a Facebook page You can contact the pensions ombudsman or a lawyer using the link below (remove the space from the link), as there is precedent of having the pension provider pay for the potential investment losses pensions-ombudsman.org.uk / node / 6689 gowlingwlg.com / en/insights-resources/articles/2020 / pensions-ombudsman-compensation-investment-losses/
Helpful Report
Posted 1 year ago
If only the Prudential took as much care of their customers as they do of self promotion it would be miles better - 15 weeks ago I noticed they had "lost" pretty much my entire pension. I must have called them 20 times waiting 30 minutes to an hour each time to get a placating message and a promise of a call back. They have admitted its their problem but have done nothing to resolve - ABSOLUTELY DISGUSTING - DO NOT USE THIS COMPANY FOR ANYTHING - CANNOT BE TRUSTED
Helpful Report
Posted 1 year ago
wow - what an hopeless company. They do not answer the phone and they cannot reply to messages sent via their website. Pretty astonishingly poor customer service.
Helpful Report
Posted 1 year ago
Decided in oct 2020 to cash in a plan..told prudential who told me it was held by trustees and it would take 10 days for a reply 21 days later I get info helping me make a decision..I told them I had done this before fully aware of oltions..3 weeks latter I get forms send off proof id..and address ..another 3 weeks pass I contact them to be told they need me contact trustees to authorise them to act..but fail give me contact details..if help by trustees why am I dealing with prudential. I contact them again..3 times ..asking for trustee contact details..today I get another letter telling me I need contact trustees..no contact details..shocking firm..I'm contacting ombudsman to complain..just going in circles..diabolical
Helpful Report
Posted 2 years ago
Why does it take so long to process a request for repayment to be processed and paid? I’ve waited over 15 minutes on the phone. Really poor service and extremely stressful. Thinking of asking BBC Money Box to investigate.
Helpful Report
Posted 2 years ago
I cannot see how this company is still allowed to trade in the UK!! Have been paying them since the early 1980s, decided to take out my annuity etc in May, and still have not received anything!! They have been doing everything possible to delay and stall the process: ‘misplaced’ documents (which, as soon as I threaten to take them to the Ombudsman, as I always keep proof of posting, they miraculously manage to find), ‘covid’ (always a good one), calls waiting for over an hour to be answered, ‘secure’ emails ignored, formal complaints taking double the allowed time to be answered etc etc…it is obvious that they do not want to part with my money. The only time they respond accurately and quickly is on negative comments in reviews. One would have thought that, if they had invested a bit of that time, money and effort in improving their service, all would be happier. A disgraceful company and an absolute con!!
Helpful Report
Posted 2 years ago
Have been trying to access my pension account but forgot my password,so was locked out of it.As instructed have tried ringing customer services for past 3 weeks, actually managed to speak to somebody on one occasion who took my details for a callback but never heard a thing.I cannot afford to keep ringing up as it costs a fortune.I understand current situation but still very poor service.
Helpful Report
Posted 2 years ago
Prudential, there is nothing good to be said about this company or its group or holdings or subsidiaries. Take notice others like you in huge numbers in countries around the world were never paid their pensions as well. Its called fraud and deception, but the prudential name is now tainted with the word corruption, as well. So do not become victim of Prudential the Insurer. Warning it changes its name like we change our socks and is a Government protected insurer. So don't waste your time with the Ombudsman it has no legal power to enforce anything including payment and is funded by Prudential. The Financial Conduct Authority are helpful and funded by Prudential as well. You could write to the HM Treasury to complain, good luck with this, that's if you get a reply from anyone with a name or with a reference number or a signature. Hopefully Prudential wont be the cause of the next financial crash?
Helpful Report
Posted 2 years ago
One hour 36 minutes on phone. They read out all the information they had already sent in post. Failed to get money out - they said they’d have to ring me back next week. Patronising - asked me if I knew the difference between an accountant and a financial advisor. Spoke very fast. Terrible website - impossible to get information about my account. Correspondence awful- no information about the actual amount of my fund. Worst company ever
Helpful Report
Posted 2 years ago
I have been trying to cash my pension in one lump sum since March 2020 and by now, August 2020, I am still waiting. The only time I managed to speak to somebody on the phone was in March - ever since, no matter how long I have held the line, nobody has bothered to answer it. After the first telephone conversation I was sent the wrong form. I wrote to request the correct form and it arrived some five weeks later. Having returned the completed form, I have since heard absolutely nothing, despite written reminders. Trying to contact the Prudential by email was also foiled, because while my policy number existed when I first accessed the website, an 'error' occurred, and by my third attempt the policy number did not exist any longer. Funny that! Since no company can be this incompetent without great effort, it is quite clear that the Prudential is deliberately trying NOT to give me MY money, and I suspect that contacting the Ombudsman will have to be my next step. If I could give this company a negative rating, I would!
Helpful Report
Posted 2 years ago
Three months and waiting this is how long its taken and still nothing prudential are not in a hurry to pay you but the managers get paid on time every month they take so long to do anything very frustrating keep you waiting and waiting not acceptable prudential
Helpful Report
Posted 2 years ago
Would give this company minus stars if the option was there. Takes days and days and hours and hours for someone to answer the phone. Many occasions you will be cut off and have to go through their ridiculous laborious out of date menu again and again. Their online portal is only available to a small choice of policy so phone is the only way to contact. Once you get through your enquiry is only partially answered as you have to follow a step by step acknowledgement via post and then ring back on each stage where this frustrating merry go round starts again. My initial enquiry was almost a month ago and still not received my paperwork to progress my situation. My enquiry is a simple one which has been resolved by my other pension companies within 3 days. Disgraceful service.
Helpful Report
Posted 2 years ago
Trying to close out 401K was told 2 weeks ago I should receive the money in 2 weeks. Today was told they have the information that the company I worked from went bankrupt but they needed a separation letter from a company that no longer exists.
Helpful Report
Posted 2 years ago
Been trying for days to get my calls answered waiting for an hour each time and told there is just an over a 10 minute wait at the beginning . I can’t Register with my pru online as the 2 policy reference numbers I have been given don’t exist. I understand staff is low or are they shut completely which I think they are but would like to know why don’t my policy numbers don’t exist and where my pension money
Helpful Report
Posted 2 years ago
Appreciate problems during Covid 19 but really The Pru are absolutely terrible!!! Wait time up to an hour each time, fobbed off with ‘letter in post’. Started process in March to get money in 20/21 financial year from PRP, but after more than 10 phone calls, all letter requests immediately replied to, am currently still on hold, 07/05, 6th phone call today, get cut off after period of time, current wait 27 mins. Disgraceful.......
Helpful Report
Posted 2 years ago
They are suddenly withholding an annuity payment for March which I have been receiving for the last 14 years without a problem. Impossible to reach them by phone or initially by e-mail. Gave me an e-mail to use after I had posted a bad review on Trustpilot and Facebook. Just got a standard reply but am not hopeful after seeing all the bad statements about them.
Helpful Report
Posted 2 years ago
Don’t ever invest with these cowboys. They are obviously in serious financial trouble and using every excuse and tactic to delay and not pay. They suggested 2 weeks to receive a payment authorisation form. It’s been nearly 5 and only because I complain has somebody done me a favour to get it sent and sent 1st class as normally they use 2nd class. Then I am told once they get it back it will take 5 working days to process it and another 3-5 working days to get the funds. They won’t use email, and clearly the normal fast pay isn’t what they want to use. Disgusting service and then to cap it all their complaints manager will take 8 weeks to get back to me. Be warned.
Helpful Report
Posted 2 years ago
Have been trying since January to get my pension pot paid out in cash. I think Prudential are in serious financial difficulty and will fold very soon. The excuses such as a new IT system for months now is not reasonable. every time you need something, the target date is weeks ahead. 7 weeks to get a pension booklet about my options? 4 weeks to get a form to sign. absolutely disgusting service. be warned.
Helpful Report
Posted 2 years ago
I have been trying for months to get a pension fund value and to draw my pension. Up to now I have been given 5 different values and seem to be unable to start the process of cashing in my pension. I have made numerous phone calls and have had to wait up to 45 minutes just to speak to an advisor. This is the worst customer service I have ever received.
Helpful Report
Posted 2 years ago
Prudential is rated 1.4 based on 124 reviews