Make a complaint
We have very high standards and do everything we can to ensure that all our customers get the best possible service. However we are the first to admit that sometimes we make mistakes.
How to complain
By telephone - You should call the telephone number for the type of product you have, for example, Prudential Investment Bond, Personal Pension etc. There is a link on the left of this page to our telephone numbers. It is helpful if you have your policy number and any relevant policy paperwork to hand when calling our Customer Service Agents.
If we can't resolve your complaint to your satisfaction right away, we will pass it to an experienced Customer Relations Specialist. They will then personally deal with the complaint through to the end.
- By email - Please use Prumail, our secure messaging system to make an enquiry.
- By letter - Please write to Customer Relations Unit, Prudential, Stirling, FK9 4UE. It is helpful if you give us as much relevant information as possible, including your policy number/s.
If you want to complain about advice you have received, you should contact your financial adviser. We can only investigate your complaint if Prudential gave you advice.
How your complaint is dealt with
We have a defined process for dealing with your complaint but even in the best organisations, mistakes can occasionally happen or expectations may not always be met. It is only when our customers take the trouble to tell us about them that we can try and put things right and make improvements for the future.
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Your complaint will be investigated by a dedicated Customer Relations Specialist. We have teams based in Reading and Craigforth whose sole responsibility is to sort out the problems you are experiencing.
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We always try to reach an agreeable solution as quickly as possible with our aim to have your complaint resolved within 5 business days. Business days are Monday to Friday excluding Bank Holidays. Where practical we will call you to resolve the problem immediately.
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Some complaints are more complex than others and may take some time to investigate. So it may not be possible to resolve your complaint within 5 business days.
If this is the case we will write to you to let you know that we have received your complaint and that we are dealing with it.
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Where we have to collate and analyse information from many sources it may take longer to deal with your complaint. We will update you on our progress 4 weeks after receiving your complaint.
In the unlikely event of us not having resolved your complaint within 8 weeks of us receiving it, then for certain types* of complaints, you have the right to refer to the Financial Ombudsman Service. Full details of your rights will be sent to you after 8 weeks.
Once we have fully investigated your complaint we will write to you with our final response.
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We will always try to reach an agreeable solution with you but appreciate that there may be occasions when this is not possible.
In these circumstances you have the right to approach an independent complaints authority.
In most cases it will be the Financial Ombudsman Service. Although, if you're a member of a company pension scheme there is an equivalent - The Pensions Ombudsman. Full details will be sent to you with our final response.
The Financial Ombudsman Service
The Financial Services Authority is our regulator and the Financial Ombudsman Service considers certain types* of complaints. If you remain dissatisfied and have no further information to bring to our attention, you can refer your complaint to them. This must be done within 6 months of the date of our final response letter.
The Financial Ombudsman Service can be contacted as follows:
Address: South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR
Telephone: 0845 080 1800
Email: Complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
If you decide to approach an independent complaints authority, your legal rights will not be affected if you subsequently decide not to accept their findings.
* More details of the types of complaints the Financial Ombudsman Service will not consider are given on their website.
