Complaints Data

Prudential is a leading life and pension provider with 6 million policyholders in the UK. We are focused on building strong, long-term relationships with all our customers and the quality of service we provide, including the way in which we handle complaints, is very important to us.

While we believe that our current complaint handling process is robust, we appreciate that improvements can be made. That is why we continually work hard to resolve all complaints in a fair and timely manner.

Detailed below are the number of complaints we received and completed from January to June 2016.

Firm Name: Prudential Assurance Company Ltd
Other firms included in this report: Prudential Pensions Ltd, Prudential Lifetime Mortgages Ltd, Prudential Distribution Limited, Prudential Financial Planning Limited.
Period covered in this report: 1 January 2016 - 30 June 2016
Brands/trading names covered: Prudential UK

*/** Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking 0 0 0.0% 0.0%
Home Finance 36 37 97.3% 51.4%
General insurance and pure protection 222 244 85.2% 13.1%
Decumulation, life and pensions 6,161 6,167 98.4% 60.4%
Investments 1,211 1,189 99.2% 73.4%

*Number of complaints opened - This is the total number of new reportable complaints we received during the reporting period. 

Number of complaints closed -  This is the total number of reportable complaints which we investigated and issued a final response, confirming the outcome of that investigation. This may be higher than the number received if we had had some investigations still in progress at the start of the reporting period. 

Complaints closed within 8 weeks (%) - This is the % of complaints we completed within 8 weeks of first receiving them.

Closed complaints upheld by firm (%) - This is the % of complaints where, after an investigation by our specialist complaints team, we agree we had been at fault.

**Banking - Current accounts, credit cards, unregulated loans, savings (including cash ISA) and other banking.

Home finance - Equity release products, impaired credit mortgages, other regulated and unregulated home finance products.

General insurance and pure protection - Payment protection insurance, other general insurance, critical illness, income protection, other pure protection.

Decumulation, life and pensions - Personal pensions and FSAVCs, investment linked annuities, income drawdown products, endowments, other decumulation, life and pension.  

Investments - PEPs/ISAs (ecx. cash ISAs), investments trusts, unit trusts/OEICs, structured products, other investments products/funds, investment management/services (inc. platforms).