Make a complaint
We have very high standards and do everything we can to ensure that all our customers get the best possible service, but sometimes we do 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.
- 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.
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.
Who will deal with my complaint?
One of our customer service agents will aim to resolve any concerns raised to your satisfaction. If they cannot resolve the matter, a Customer Services Specialist will take over and they will personally deal with this for you.
How long will it take for my complaint to be dealt with?
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.
What will happen if it takes longer than 5 days to deal with my complaint?
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.
When will I hear from you again?
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.
What can I do if I am not satisfied with your response?
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.
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The Financial Conduct Authority is one of our regulators 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 as after 6 months the FOS will only consider your case in exceptional circumstance.
The Financial Ombudsman Service can be contacted as follows:
Telephone: 08000 234 567
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.
How to set-up a financial review meeting
We believe that getting financial advice is vitally important. So, if you don’t already have an adviser, set up a face-to-face meeting with a Prudential Financial Planning adviser in your area. We can review your retirement plans and help make your finances more tax efficient. We offer a restricted advice service.Find out about our face-to-face service