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. Please see our telephone numbers to find the relevant number. 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 our secure email service to make an enquiry.
  • By letter - Please write to Customer Relations Unit, Prudential, Lancing, BN15 8GB. It is helpful if you give us as much relevant information as possible, including your policy number/s. For specific general insurance complaints, please write to the respective address for the product you have.

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.

showHow your complaint is dealt with

showWho do I contact if I have a complaint related to General Insurance?

showThe Financial Ombudsman Service


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