A bit lengthy and involved but I was pleased to be able to complete the process via a promised telephone call from Prudential (rather than having to complete a form). Your agents were very efficient... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The company at present is doing well . It is my experience from many years ago which was poor in that they did not fully explain the tax implications of these policies on withdrawl
Had a non urgent request so opted for call back one week after initial contact which I did not receive. Surprisingly after I called again in addition to sorting the problem they elevated the missed ca... See more
Company replied
Maturation of small pension policy.Clear choices made available regarding options available. Payment of policy made within agreed time scale.Whole process made simple.
Company replied
Company details
Written by the company
We’re a leading savings and investments business, caring for customers for over 170 years. Ever since we were founded as a loans and life assurance company in 1848, we’ve sought to bring wealth within reach of as many people as possible by helping them access our products. Today we’re part of M&G plc, a family of brands all aligned behind the same ambition: to manage our customers’ savings and investments so that they can live the life they want, while aiming to make the world a little better along the way.
Contact info
BN15 8GB, LANCING, United Kingdom
- 0800 000 000
- mandg.com/pru
4.1
Great
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Quick and easy to use system.
25 March 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Unhappy client experience
Staff here are experts in their products (one hopes) but they don't communicate well with their non-expert clients.
4 March 2026
Reply from Pru UK
Hi Geoff, we're grateful for your feedback and we're sorry you've not had a positive experience through the way we've communicated with you. If there is anything we can help with, or should you have further details you'd like to share with us, please email our team at social@prudential.co.uk. Many thanks
well done the pru
I asked the question and I actually got the answer .Well done Pru, my mum would be proud of you!!
22 April 2026
Unprompted review
Quick answer.
16 April 2026
Prudential are really easy to deal with…
Prudential are really easy to deal with and can be trusted to be helpful about money matters with you
25 February 2026
Reply from Pru UK
Hi Tom, thank you for your kind words and feedback. It's great to hear you find it easy to deal with us and that you trust us when it comes to helping and supporting you with your money. Many thanks
Investment bond
I have an investment bond and have fruitlessly tried to withdraw money from it for several weeks. I have made application online and have successfully uploaded required documents. At the end of the process a window appears with the message “We cannot process your request right now please try again later”. I have used all means to communicate with them, messaging, chat and phone and not one person was able to resolve the problem. I have managed to get an application form to be posted to me and this will take 10 days to process when they received it. There clearly is a fault in their system that appears unresolvable. An extremely frustrating and very disappointing experience overall. I doubt if a reply to email them will help as I have already contacted the help service to no avail
3 April 2026
Unprompted review
Reply from Pru UK
Hi Roy, we're sorry you've been unable to use our online service to withdraw funds from your bond with us. We understand the frustration this must have caused, and we'd like the opportunity to help.
If you could email our team at social@prudential.co.uk with your policy/plan number and preferred contact details, we'll ensure your requirements are moved forward quickly, and a resolution reached for you. Many thanks
Helpful and efficient
2 April 2026
Very easy to use the website
7 April 2026
Took some of my pension in a one off…
Took some of my pension in a one off lump sum ,easy process compared to some companies ive dealt with .recommend them
8 April 2026
Reply from Pru UK
Hi, thank you for taking the time to leave your review, and we're happy to hear that the process of taking your pension lump sum was easy. We appreciate your recommendation and we're also pleased that our service stood out positively for you.
Refusing access to my money
I am over 11 weeks into an attempt to get my money in my bond back from the Pru. They do not respond in a timely manner, they contradict themselves, their systems fail to do the basics and they invent hurdles. I am at the point of involving solicitors because of the unjustified delays. My account is just a standard bond, nothing special. The last communication was to tell me it will take 7 working to tell me why they hadn't fulfilled their last 7 working day promise.
Ed 20/4 Their latest communication was to say that the documents I provided over two weeks ago, are not visible to them, despite 1) them confirming they could see them weeks ago and 2) them clearly appearing as uploaded on their platform.
18 April 2026
Unprompted review
Reply from Pru UK
Hi, we're very sorry to hear about the problems you're encountering with your withdrawal of funds, and we'd like to help. To allow us to follow this up with our customer service team, please email us at social@prudential.co.uk with your plan number and preferred contact details. Many thanks
Good but you can't always understand…
Good but you can't always understand the person on the phone
8 April 2026
Easy access to available funds
The online process was easy to understand and meant that completing the required documentation was straightforward.
28 March 2026
Reply from Pru UK
Hi Malcolm, thank you for your feedback, and we're delighted to hear that you found it easy to understand the online process for withdrawing your funds.
pension advice
helpful and friendly staff, scheduled call backs and called within time period
1 April 2026
Reply from Pru UK
Hi Joanne, we're pleased to hear you had a positive experience when speaking with us about your pension. We're grateful for you taking the time to leave your review, and if there's anything more we can help you with, please do not hesitate to get in touch. Many thanks
Excellent service
2 April 2026
Very easy to deal with and very helpful
26 March 2026
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