Pru UK Arvostelua 

Despicable experience with prudential pensions. Stemmed back before my mum’s diagnosis where they spent years saying they could not find her pension because it was ‘too old.’ Since a terminal diagnosis, which they were told about, she has been given false information and absurd requirements to access her pension. One of these was a HAND WRITTEN letter that they wanted her to write from her hospital bed on a palliative care ward. They have failed to change any of their processes or communication since we informed them of the health condition and from our perspective are deliberately running down the clock. This has included insisting everything is delivered by post. We are utterly disgusted by our experience with them and intend to escalate this to make our story known.

I have been trying to do my first pension drawdown for months this year. It's just IMPOSSIBLE. Customers service is poor, replies are vague, you cannot get anything in writing from them, not even if you send them an internal platform message. They delay you and fob you off with a far too many excuses.

**THEY MAKE IT IMPOSSIBLE FOR YOU TO ACCESS YOUR PENSION**

Utterly disgraceful outfit. Trying to get my own money,(very small amount in pension terms) like pulling teeth. Truly awful people who make it as difficult and lengthy a process as possible. Absolutely no regard for older people or people with mental health issues who are not 'tech savvy'. I wanted some money to pay for new spectacles . Ive lost all interest, they can shove it.

Very profitable investment and when it came to withdrawing some funds it was completely without fuss or delay

My grandaughter topped up her investment by cheque, but Santander blocked the transaction for a security concern as it was for a large amount. Even though the money has not left my Santander account, Pru have still credited my account. Depite secure messages and phone calls to them, they have not replied. It is very generous of them to credit my account when they have not received the money!!!!

Dealt with Pru for many years
Never had a problem

On the whole the company is good to deal with although I feel some of the procedures are a little outdated and could be modernized to streamline procedures a bit

The people I spoke to were helpful, concerned that I understood the implication and where he was not sure he asked for assistance. so aaifeltreassured that the info received were accurate

We exposed the true fact that BN15 8GB has no Prudential office at this ONS postcode. Its a small residential close near Shoreham airport ...no offices at all

What we highlighted is that mail isnt delivered by Royal Mail to BN15 8GB ..but is delivered to a branch office of Paragon Customer Communications on Lancing Business Park for which the postcode is BN15 8FB.

F and G lie adjacent on the keyboard. So why not explain what actually happens to mail addressed to BN15 8GB ..its important as Pru solicitors Allen and Overy used the same postcode 2019 when notifying policyholders of court application to transfer significant "certain business".

The same postcode used for PO Box 3122 BN15 8GB ..but the address for PO Boxes at Royal Mail sorting centre is a different postcode again.

Instead of gobbledegook messages about "our mailing partners" policyholders have a right to know.

The FCA registered address for PRU complaints appears to be a named person at Fenchurch Avenue .. ( not Paragon Communications at Lancing Business Park. BN15 8FB ).

Why all the smoke and mirrors ? Not very transparent ..

We have mail from same period for BOX 3122 from 2 different firms .. 2022 ... different postcodes for same PO Box 3122 ..

The mail "social@prudential....." appears totally disingenuous.. who sent that ?? Own up .. when other mail comes via M&G FA Ltd platform.

There us of course a huge glitzy office at Fenchurch Avenue.

Best to be transparent re mail delivery and processing .. AND ..who precisely is "social@prudential.... going to reach ?

FCA register text reads

Firm Name: The Prudential Assurance Company Limited

Firm Reference Number: 139793

Address: 10 Fenchurch Avenue London, EC3M 5AG, UNITED KINGDOM

Telephone: +440800000000

Email: info.. at ...

Website: ..mandg etc

Explain why ..and how initial postcode error occurred . And current mail routing via third parties
Original error (an easy mistype ??) understood to have been made under Prudential plc on or before 2014 ..when address adapted from Stirling address Scotland .

Please explain. Please .. No more pseudo reaching out from unknown email addresses .

Well I took my policy out when I was 19 now I'm 65 a lot of things have changed like pudential do not pay out now so it costs you money that you have saved with them to get another firm to pay you which I don't think's right besides that very good

The online service was ineffective to deal with my enquiries.

I have been trying to claim my mothers small life insurance policy following her death almost three months ago without success, I have provided all required documents, in some cases having to do that twice. After phone calls I am left confused as to what is still required. I am a seventy year old living on a pension and had to pay for her funeral with a card. I am at a loss as to how to proceed next. I am currently waiting for the phone to be answered, thirty minutes so far.

No actual real responses other "responses take up to 8 days". No acknowledgement of documents submitted. Very generic messaging. Real concerns it's a fully automated system. Only consistantly response is "process takes 4-6 weeks(first stated 14 weeks ago). Querying anything receives no response relevant to the issue.

Everything on time

Still no response from this unreliable and untrustworthy organisation!

Three days since I informed them they they had shared the incorrect pension details to my new lender and there has been ZERO contact from them! Not even an update as to what they are doing!

Once this mess is completed, my larger pension will also be moved away!

My suggestion to new customers would be to look elsewhere such as Legal and General.

My father had a small life policy with the Pru. When he died I sorted my mother’s finances out as she’s elderly. The policy was for help with his funeral etc. Both my mother and myself have heard nothing from the Pru not even an acknowledgment they have all the details I gave them so the policy can be paid to my mother. 3 weeks after my Dads funeral and 6 weeks after I notified them of his death their call centre still has NO details of who it’s progressing or even if they have written to anyone. They just stonewall and say we can’t tell you. When asked to speak to someone senior they say no…when asked to speak to the dept dealing they tell me they’re not on the phone??? In the 2020’s no phone no internet??? When asked to speak to complaints dept…..they’re not on the phone either.
I’ve sorted financial stuff with 2 banks, 4 building societies and numerous companies and utilities all sorted and finalised. The Pru a plan specifically for help with death….cant even sort out a simple very small death policy that my father took out expecting it would help my mother on his death.
Well done Pru you are not fit for purpose and I’d strongly suggest anyone reading this that wants to leave something for a loved,one to help with finances when they die avoid the Pru at all costs.

Yes …. send a reply to this review saying contact us we’ll sort it out. Contact the same customer services team the same team providing the poor service, so what point will there be in emailing them as I’ve spoken to them 4 times over several weeks and still nothing. Perhaps get a phone line in to your complaints dept or have a manager brave enough to come to the phone when requested.
Avoid this company.

Shocking!!!!
Tried to sort out old pensions from 1990s
Gave them my NI number, all my old addresses, but the person on the end of the phone said I have not passed security and could help me. I also gave them the company I was working for that setup pension. All policy numbers.
I have now spoken to a 3rd party company to sort it out.
If they can miss handle something this easy they are not taking over the rest of my pensions.

Very simple and fast conclusion to the request

Easy to speak with and under stand the person. I needed to stop and have things explained and that was no problem.