Prudential Plc Reviews 343

TrustScore 1 out of 5

1.2

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Review summary

Based on reviews, created with AI

Most reviewers were let down by their experience overall. Customers express significant dissatisfaction with various aspects of the company's services. Many consumers report issues related to payments, highlighting delays and obstacles in accessing their funds. People also report difficulties in contacting the company, citing poor communication and unhelpful online and telephone support. Consumers express frustration with the level of customer service they receive. Many reviewers describe the service as appalling, with staff being rude, unhelpful and providing conflicting information. The opinions about the staff are mixed, with no clear consensus among reviewers. Overall, reviewers express concerns about the company's service quality.

Based on these reviews

Rated 1 out of 5 stars

Just the most appalling customer service anyone could ever imagine. How do they still exist. Would not answer questions, referred to spurious legislation, but would not tell me which laws. Just avoid... See more

Rated 1 out of 5 stars

Appalling company to try to deal with. Getting hold of my pension is like trying to get blood out of a stone. They won't answer the phone, ignore online messages & do everything in the book to stop y... See more

Rated 1 out of 5 stars

Prudential just another Yankee failing organisation, if you have a pension with these amateurs, I suggest trying to access it. You’ll probably be dead by the time they release it, don’t bother with th... See more

Rated 1 out of 5 stars

I have had two dealings with the Prudential. The first simply involved them providing a death date balance. This took weeks and was made more of a problem because of the labyrinth of phone channels.... See more

Rated 1 out of 5 stars

October 8: 3 months and still waiting for them to release my money. Took their latest advice to open a new account with a different bank because of a Prudential glitch at their end. A few days afte... See more

Rated 1 out of 5 stars

I put in a shed load of money and they lost part of it. Blamed my bank, who just laughed.' They've received it.' Called the police. Constant phone calls revealed nothing. They sent a letter which I ne... See more

Rated 1 out of 5 stars

Shambolic Company. You should be ashamed of your absolute incompetence! Tried to recover an old pension in my previous married name (20 years ago) - they are unable to locate it even with the origina... See more

Rated 1 out of 5 stars

My father passed away 13 1/2 years ago. I got a letter in February saying that they were sorry for my loss, he had a policy with them and I am the beneficiary. They have had his money all this... See more

Rated 1 out of 5 stars

Extremely worrying that a company handling large amounts of other people's money can be so incompetent. Trying to access my mother's money as POA has been an absolute nightmare and it is still goin... See more

Rated 1 out of 5 stars

Telephoned to ask a pension question. On hold for 30 minutes after answering the inane robotic questions. Someone eventually answered because I could hear the birds tweeting in their garden they were... See more

Rated 1 out of 5 stars

Just when I thought the Prudential couldn't suprise me anymore with their useless service they contact me a full year after my pension started offering me compensation for my complaint. There had b... See more

Rated 1 out of 5 stars

Terrible company!! Do not use! My dad died almost 5 years ago and there was a policy for my mum. I asked them at the time if there were any other policies for either of them and was told there wasn't.... See more

Rated 1 out of 5 stars

Well no surprise when reading the reviews .My husband is trying to get his pension, and they are dragging their heels . They keep asking for a letter from his past employer , which thankfully they are... See more

Rated 1 out of 5 stars

Having not replied to their review letter as I wished to change my premium amount my financial advisor contacted PRU for information.It has taken two months to answer a simple question! In this time... See more

Rated 1 out of 5 stars

In the last 7 months my wife has had to give up her job whilst fighting breast cancer. After having no income she made the difficult decision to take her pension early to compensate having no income a... See more

Rated 1 out of 5 stars

Took out an AVC through my employer last year. Really poor experience. Told I am unable to track performance online. I’ve also been seeking to speak to someone about increasing my contributions. I’ve... See more

Rated 1 out of 5 stars

After being a customer for a good view years through the NHS AVC pension plan, a Pru adviser has told me that most of my money has been in an account which has been “frozen” since 2017, without earni... See more

Rated 1 out of 5 stars

A truly awful company. I am executor for my sadly departed parents, and have been trying to claim the payment due on their policy. Pru Phone numbers don’t work, they do everything possible to avoid s... See more

Rated 1 out of 5 stars

Truly Appalling service. we had bond 40+ years, now want to withdraw some, they simply will not allow it, Took one mth for them to send the withdrawal form, now they won't acknowledge its receipt even... See more

Rated 1 out of 5 stars

Deal with Prudential to gain my AVC withdrawal has been distressing and frustrating. Their service lack continuity with different 'advisors' providing conflicting information. They have made num... See more

Rated 1 out of 5 stars

Have a small pot of monies with this shower under an AVC scheme. Unfortunately due to legal conditions they cannot tell me where these funds are even after repeated requests from my main pension pro... See more

Rated 1 out of 5 stars

My mother passed away on the 20th April. Informed Pru. The wrote to tell me how to claim and a form to fill on bank details. I followed their instructions. 2 months later they told me they could not... See more

Rated 1 out of 5 stars

Again not able to give this awful company 0 stars. Rude staff poor communication,tell you one thing by letter and another over the phone feel like just shredding their correspondence and walking away... See more

Rated 1 out of 5 stars

Contacted Prudential about withdrawing my pension....first thing that happened was....they said my pension didn't exist, I then spent hours on the phone trying to sort that mess out, letters that took... See more

Rated 1 out of 5 stars

As a trustee on my Mother’s account, I have been attempting to change a bank account where her monies are sent for 6 months. Beyond frustrated. 5 calls so far this month but today yet again the “syste... See more

Rated 1 out of 5 stars

Absolute 'cowboys' - in my personal experience. My pension schemes reached maturity in very early June. In March they acknowledged the June maturity date and asked me if I wanted to take my pension p... See more

Rated 1 out of 5 stars

After the death of my father, my sister and I have been requesting the payout from Prudential of a Whole Life Assurance plan set up in 1974 for my mother. They've used the joint LPA details, Probate (... See more

Rated 1 out of 5 stars

I am retired and have a small pension with Pru and am yet to get into the account. I have an account manager that I didn't want. I just wanted to be able to access my small pension as needed(which I d... See more

Rated 1 out of 5 stars

tried 11 times to tell them i has a new email address for my pension annuity they have been paying me for 15 years and for 15 years they have be sending me a P60 but in spite of this they cant find... See more

Rated 1 out of 5 stars

Avoid at all costs!!! My brother tragically died in November 2024. After 14 points of contact Prudential have yet to release his funds to his sons. In the year 2025 they require all correspondenc... See more

Rated 1 out of 5 stars

I set up an AVC through my local authority work place pension. First of all it took about two weeks for my contributions to show up in my AVC account. Finally after showing up they disappeared and my... See more

Rated 1 out of 5 stars

I want to transfer my Pension out of the UK to Ireland. I started the process, finding a financial advisor in Ireland, visited her at her home went over the details and this was in November 2024. The... See more

Rated 1 out of 5 stars

After a long battle 2 years ago with prudential and myself representing my sister )after the loss of her husband )we experienced a horrendous time dealing with this company fast forward to now and... See more

Rated 1 out of 5 stars

I thought my son and daughter’s inheritance would be safe with a household financial name like Prudential. Then my daughter asked to withdraw enough for a car so she could look for work further... See more

Rated 1 out of 5 stars

Wouldn’t even give 1 star. Shambles of a company. Contacted me 2.5 years AFTER my mum passed about her pension, delay so they don’t have to pay easier getting blood from a stone. Cause distress and up... See more

Rated 1 out of 5 stars

A zero star rating would be a good start. Absolutely rubbish customer service. Have been trying for 6 months to transfer a small AVC from one LGPF to another. Have been pushed from pillar to post and... See more

Rated 1 out of 5 stars

What can I say about the Prudential that hasn't been said already. In my case all the company had to do was transfer funds from an endowment policy to my mortgage company, which would pay off my home.... See more

Rated 1 out of 5 stars

Trying to get them to transfer your money to a different provider is almost impossible. They dress it up as trying to protect you from scammers but despite getting documentation from Aviva my money... See more

Rated 1 out of 5 stars

Started to access my 2 pension policies April 2024 it took 1 year before I got it . Stressed out for 12 months prudential you should be ashamed !!!! Taking advantage of pensioners old vulnerabl... See more

Rated 1 out of 5 stars

This is an organisation that upon receipt of an IHT423 form - a request that monies be paid from an estate to HMRC to meet an Inheritance tax bill then response with a letter to the wrong address, and... See more

Rated 1 out of 5 stars

On 21st August i spoke on the phone to ask for a form to transfer my bond to the grandson, after several phone calls later asking where this form had got to, I phoned again today (24 September)and wa... See more

Rated 1 out of 5 stars

Absolutely awful company . Invested a large amount in 2015 split into 4 trusts for my children to access when older. Had nothing but trouble with them since trying to withdraw . They constantly move t... See more

Rated 1 out of 5 stars

Zero scores. Absolutely dreadful company. No complaint department. Trying to deal with my late father’s pensions is still on going and horrific. 6 months on they have gone from saying pending payment... See more

Rated 1 out of 5 stars

Wish it was possible to give minus stars......Avoid Prudential International like the plague. They love yoh when you invest but...just try and get your money withdrawn...IMPOSSIBLE! Needed money in... See more

Rated 1 out of 5 stars

Have had the same experiences as those below, trying to claw money out of Prudential re probate. They hold the money hostage deliberately, to enrich themselves. And act fraudulently, blockin... See more

Rated 1 out of 5 stars

Imperial ŵave's expertise was a lifesaver! They helped me recover my funds when I thought all hope was lost. I highly recommend their services.

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Company details

Information provided by various external sources

Prudential plc is a British multinational life insurance and financial services company headquartered in London, United Kingdom.


Contact info

1.2

Bad

TrustScore 1 out of 5

343 reviews

5-star
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1-star

Hasn’t replied to negative reviews


Rated 1 out of 5 stars

Wouldn’t even give 1 star

Wouldn’t even give 1 star. Shambles of a company. Contacted me 2.5 years AFTER my mum passed about her pension, delay so they don’t have to pay easier getting blood from a stone. Cause distress and upset and all members of staff incompetent. Avoid at all costs!!!!

July 31, 2025
Unprompted review
Rated 1 out of 5 stars

I paid rent i have ledgers proving it…

I paid rent i have ledgers proving it was paid and it was paid directly from odsp to them and they filed a false claim and must have paid the judge as I have all the profe of rent paid but yet they got there ruling in there favor had to pay the judge these people are stealing from the disabled and throwing them to the street that's my situation these people are scum scum lords

July 30, 2025
Unprompted review
Rated 1 out of 5 stars

Never Ever Consider This Company

As a trustee on my Mother’s account, I have been attempting to change a bank account where her monies are sent for 6 months. Beyond frustrated. 5 calls so far this month but today yet again the “system is down”. The customer service agent suggested calling again to see if I reached someone whose “system is up”. No such luck it was suggested I call back “later this week” or “next week”. I have filed a complaint already and totally endorse all other reviews. If I could remove the Trust we have with this company, I would.

July 22, 2025
Unprompted review
Rated 1 out of 5 stars

Again not able to give this awful…

Again not able to give this awful company 0 stars. Rude staff poor communication,tell you one thing by letter and another over the phone feel like just shredding their correspondence and walking away but my parent probably paid them loads over the years so better try and respond.

July 21, 2025
Unprompted review
Rated 1 out of 5 stars

Failure to recognise and underatand HMRC forms

This is an organisation that upon receipt of an IHT423 form - a request that monies be paid from an estate to HMRC to meet an Inheritance tax bill then response with a letter to the wrong address, and with no recognition of the IHT 423 process. Then when you try and call this company you find you end up speaking with individuals who have no understanding of what an IHT423 is never mind how the process works. And 6 working days on still no response to a customer complaint

July 18, 2025
Unprompted review
Rated 1 out of 5 stars

In 2021 I got a letter off the…

In 2021 I got a letter off the Prudensial pension plan coming to an end and asking me what I wanted to do I was 66 so I said I would take the money but not as easy as that you can take a quarter tax free or u will pay tax on it all, it was you so obvious the did not want me to draw it all out anyway with covid no staf under trained staff things get lost in the post not listening to a word I said they wanted me to reinvest with them any way after nearly 4years of twoing and frowing nothing so I got in touch with in Ombusman with in 10 days the money was payed in to my bank it Was £16,885 but only got £12.470 after tax my argument is that nearly 4 years wasted I could of had that money in a Isa and got 5.5% £1800 Yet the Ombusman does not seem to agree so I have now gone to the BBC Television so anyone out there come forward if had the same problem the watchdog would take it on if there was enough numbers, The tax is not there fault, - but not letting me getting my money for nearly 4 years. As I said this was from 20/07/21 untill now I got the impresson the Ombusman works for them he seem to take everything personal and its still going on 7 months later the experience is still going on

July 17, 2025
Unprompted review
Rated 1 out of 5 stars

Just when I thought the Prudential…

Just when I thought the Prudential couldn't suprise me anymore with their useless service they contact me a full year after my pension started offering me compensation for my complaint.
There had been no contact in-between or any updates.
Avoid this company or move your money somewhere else.

July 15, 2025
Unprompted review
Rated 1 out of 5 stars

All the complaints online are true

After the death of my father, my sister and I have been requesting the payout from Prudential of a Whole Life Assurance plan set up in 1974 for my mother. They've used the joint LPA details, Probate (not relevant), and 'missing documents' to avoid paying out for over two months. And they have the legal right to spend 8 weeks internally investigating complaints.

July 3, 2025
Unprompted review
Rated 1 out of 5 stars

Telephoned to ask a pension question

Telephoned to ask a pension question. On hold for 30 minutes after answering the inane robotic questions. Someone eventually answered because I could hear the birds tweeting in their garden they were in but didn’t speak and put the phone down after a minute. I suggest someone from company audits their customer service calls to see who is the jokers sitting in their garden and not bothered to work.

June 30, 2025
Unprompted review
Rated 1 out of 5 stars

Shameful company with no shame.

After asking for "evidence" of identity they then asked for more, there always seemed something "that was needed", the delaying tactics soon became apparent and my mother (with my help) had to send or ended up sending bank statements, birth certificates, utility bills everything but a blood sample and still they delay, put up fake "we need this proof" tactics and I realised that my elderly mother was in for a bad time getting her money that she has been putting in to this Corpus Vile of a so called company. who are now I believe come under the umbrella of an equally useless entity Aviva please be aware these are not helpful or forthcoming with you money, horrible to deal with and the staff are polite in their dishonesty and non compliance in they're help. And to this day have not paid out.

June 23, 2025
Unprompted review
Rated 1 out of 5 stars

Letters sent out no one knows what’s going on failed to call back now paid the beneficiaries but not the widow of the policy holder !

After a long battle 2 years ago with prudential and myself representing my sister )after the loss of her husband )we experienced a horrendous time dealing with this company fast forward to now and here we are again…
Letter sent out no one on phone line knows anything about it and no trace no one even bothered phone back as promised no surprise there as been here before
Now another letter arrives saying money paid to beneficiaries my sister is the wife of deceased and is a beneficiary I need help again and this was the only way last time by doing this review that I actually got any sense out of anyone . This is affecting my sister mentally emotionally and had to seek time of work and counselling
Please can someone help !!!
Please treat your customers right

June 4, 2025
Unprompted review
Rated 1 out of 5 stars

Zero scores

Zero scores. Absolutely dreadful company. No complaint department. Trying to deal with my late father’s pensions is still on going and horrific. 6 months on they have gone from saying pending payment to not paying and we need to get a solicitor and apply for probate. Avoid at all costs. Absolutely awful company. They need reporting to the FCA.

June 13, 2025
Unprompted review
Rated 1 out of 5 stars

You are not in control of your money with The Pru

Trying to get them to transfer your money to a different provider is almost impossible. They dress it up as trying to protect you from scammers but despite getting documentation from Aviva my money won’t be transferred. This is an account that my current pension is being paid into. I’ve spent months trying to prove that this isn’t a scam. They seem to be trying everything they can to hold onto my money.

June 6, 2025
Unprompted review
Rated 1 out of 5 stars

Do not take a pension out with these

In the last 7 months my wife has had to give up her job whilst fighting breast cancer. After having no income she made the difficult decision to take her pension early to compensate having no income anymore and being told she was not eligible for any benefits. Her pension is only small and only might cover bills for this year. The Prudential have used every delaying tactic known to man in trying to prevent paying her money, even though they know her full health issues. I have never delt with such a cold, heartless and compassion less company in my life. We have now had to employ a third party company to chase them for her pension, they should hang their heads in shame.

June 2, 2025
Unprompted review
Rated 1 out of 5 stars

Don't die whilst you have their policies

One star only because I can't give zero! Please don't contact this company with regards to a bereavement unless you want hassle and upset. Twice I have been told to upload a death certificate to the online portal - twice they haven't received it and now I have been told that they don't accept the document via the online portal anyhow! This has significantly delayed execution of the finanicial affairs of my late Mother and I think the only way to deal with this now is through a solicitor's letter - although they probably won't receive that either according to their records. Also, don't expect an efficient or kind person to deal with you - be prepared for an argumentative know it all.

May 20, 2025
Unprompted review
Rated 1 out of 5 stars

I would give them 0 stars if I could

I would give them 0 stars if I could. I have been trying to help my dad gain access to his pension for almost 2 years now. They use every tactic they can to avoid paying. I'm honestly getting to the point of losing my mind trying to help my dad with this. They send the same documents over and over and over. Complained to the financial ombudsman and waiting to hear a response from that

May 19, 2025
Unprompted review
Rated 1 out of 5 stars

Must be the worst Insurance company anywhere.

I am nearly 80. I have been trying for two years to withdraw my money from this company, all they do is repeatedly send packs out, even after having a two long phone calls and filling in a detailed questionaire.
Anyone reading this - please - please, do not use this company.

May 19, 2025
Unprompted review

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