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Pru UK Reviews 3,688

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TrustScore 4 out of 5

4.1

Pension Office
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Review summary

Created with AI, based on recent reviews

Evaluating 589 reviews, reviewers had a great experience with this company. Many customers found the staff to be very efficient, helpful, and clear in their communication, making processes straightforward and easy to understand. People often highlighted the excellent service, noting that interactions were handled with courtesy and respect, and that information provided was clear and reassuring. The overall process for accessing funds or managing policies was frequently described as simple and quick, with payments often arriving promptly within the agreed timeframe. However, some reviewers experienced significant delays and difficulties, particularly with pension transfers and withdrawals, citing long waiting times and repeated requests for the same information. A few customers also expressed dissatisfaction with the response times and communication, feeling that their issues were not adequately addressed or that payments were delayed. Some people also felt that the company's processes were overly demanding or complicated, leading to frustration and stress.

What people talk about most

Customer service

Customers consistently note ambiguous experiences with customer service, with many reviewers praising helpful... See more

Service

Users describe ambiguous interactions with service, with some reporting helpful and efficient experiences,... See more

Staff

Reviewers mention positive feedback about staff, with many finding them helpful, patient, and knowledgeable.... See more

Response time

People report ambiguous experiences with response times, with many expressing frustration over long waits and... See more

Payment

Reviewers highlight ambiguous aspects of payment, with many experiencing significant delays and difficulties... See more

Reviews shaping this summary

Rated 4 out of 5 stars

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

Rated 4 out of 5 stars

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

Rated 4 out of 5 stars

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

Rated 4 out of 5 stars

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

  1. Pension Office
  2. Insurance Company

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

4.1

Great

TrustScore 4 out of 5

4K reviews

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Asks customers to review

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Rated 5 out of 5 stars

Excellent service

Excellent service made a request for money to be paid into my bank account asap and was done within 4 days

28 February 2026
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Reply from Pru UK

Hi Christine, thank you for your feedback and it's good to know you had a positive experience in accessing your funds. Should you need anything more, do not hesitate to get in touch with us again. Many thanks

Rated 3 out of 5 stars

Too difficult to contact needs…

Too difficult to contact needs rearranging so a simple email would do.

1 March 2026
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Reply from Pru UK

Hi Robert, we're sorry you've found it difficult to contact us. If you'd like to email us at social@prudential.co.uk with your requirements or questions, along with your plan number, we'll follow this up with our customer service team. Many thanks

Rated 1 out of 5 stars

Total incompetence

Total incompetence

1 February 2026
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Reply from Pru UK

Hi Cecile, we're very sorry if we've failed to provide you with the level of service you should expect from us.

We'd like the opportunity to understand more about your experience and help where we can. 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 your concerns. Many thanks

Rated 5 out of 5 stars

Drew money from my pension

Drew money from my pension. Lady I dealt with was brilliant 👏. I thought it would have been a hassle getting it. But it was easy. Got my money with in 7 working days. Was only on the phone about 25minutes. Thank very much.

10 March 2026
Unprompted review
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Reply from Pru UK

Hi Lorraine, we're delighted to hear about your positive experience and thank you for taking the time to leave your feedback.

If you're happy for us to share your kind words with the individual you spoke with, please could you email us at social@prudential.co.uk with some further details, for example your plan number. Many thanks

Rated 4 out of 5 stars

Simple process

Maturation of small pension policy.Clear choices made available regarding options available. Payment of policy made within agreed time scale.Whole process made simple.

12 February 2026
Pru UK logo

Reply from Pru UK

Hi Stephen, thank you for taking the time to leave your review, and we're pleased to hear you found the settlement of your maturing pension to be simple and straight forward.

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