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Our Policy

Prudential is committed to providing a website that is accessible for all our customers. We are currently working hard to make our site more accessible to all user groups and have invested in consultancy with a specialist company to understand how best to do this.

We have implemented the following accessibility features on this website to make it easier to use, including for people with disabilities.

PDF Documents

To read PDF documents you will need Adobe reader software. Download Adobe Reader here.

All our PDFs are currently made using Adobe Acrobat CC 2015 software. We are currently looking to upgrade this software so that our PDFs have more accessibility features. In the meantime, please use the accessibility tools provided by Adobe to help you read PDF content. To find out more about these tools, please see Adobe Accessibility tools.

Pop-up windows

Pop-up windows are used throughout the site for help windows, PDF files and some online tools. We are in the process of adding alternative text to all pop-up windows on the site to warn you that an item will open in a new window when you click on the link.


We have tried to use meaningful terms for link names instead of the term 'click here' so you know where a link will take you when using devices or software designed to assist people with disabilities, without the need to click on it.


All images contain alternative text tags which describe the content of the image for those using devices or software designed to assist people with disabilities.


Javascripts are small programmes built into web pages to add extra features such as form validation and is used in certain areas of the site, especially the secure areas. Most browsers support JavaScript, however if yours does not, you will not be able to access certain interactive areas of the site like some online tools such as calculators.


Using our website and accepting our terms

Please read this information carefully. By using this website you confirm that you have understood and agree to be bound by the terms and conditions set out on this page, by our Privacy and Security statement and by our Cookie Notice. If you do not wish to agree to these terms and conditions, our Privacy and Security statement or our Cookie Notice, you must not use this website.

This is a website operated by Prudential Distribution Limited ("our" or "we" for the purposes of these terms and conditions). Prudential Distribution Limited is registered in Scotland under registration number SC212640 and its registered office is at Craigforth, Stirling FK9 4UE. Prudential Distribution Limited is authorised and regulated by the Financial Conduct Authority.

This website and the information provided on it are for the use of permanent residents of the United Kingdom only. By using this website, you represent and warrant that you meet these requirements. If you do not meet these requirements, you should not use this website.

Personal use only

Our website is designed for use by individuals who are existing customers of Prudential only and must not be used in any way for commercial purposes.

If (i) you are mis-using our website or (ii) you are using our website in breach of any law or these terms and conditions, we may suspend or withdraw your access on reasonable notice and, if appropriate, pursue legal action against you.

Our suspension or withdrawal of access may be immediate where we believe there are serious grounds for doing so.


Prudential controls and operates this website from England and the information delivered via the website is deemed to have been delivered in England. Prudential makes no representation that the material contained is appropriate or available for use in other locations outside the United Kingdom and is not soliciting any business from any location outside the United Kingdom.

This website is not directed to any person in any jurisdiction where (by reason of that person's nationality, residence or otherwise) the publication or availability of this website is prohibited. Persons to whom such restrictions apply must not access this website. If you choose to access this site from outside the United Kingdom you are solely responsible for compliance with local laws.

This website and any transaction effected through it are governed by English law and the English courts shall have jurisdiction in any legal proceedings.

Regulatory Notices

Nothing contained in this website should be construed as a solicitation, offer or recommendation to buy or sell any investment. By providing the information on this website, Prudential is not determining the suitability of any investment for any investor. Nor does the information on this website constitute investment advice. You should obtain relevant professional advice before making any investment decision.


The material published on this website is provided as a convenience to visitors and should be used for information purposes only. If you require additional information, you should contact us by letter, telephone or email.


We reserve the right to change any material on this website without notice.

We may update the terms and conditions set out on this page, in our Privacy and Security statement and in our Cookie Notice from time to time. By continuing to use this website after we make any such updates, you confirm that you have understood and agreed to be bound by them. You should revisit the relevant pages regularly to ensure that you have seen and are aware of the current terms and conditions, the current Privacy and Security statement and the current Cookie Notice, as they are binding upon you.

Viruses, Hacking & Other Offences

We do not guarantee that our website will be free from bugs, malicious programs or materials or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access our website. You should use your own virus protection software.

You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website. You must not attack our website via a denial-of-service attack or a distributed denial-of-service attack.

Our liability to you

Nothing in these terms and conditions excludes or limits our liability for:

  • death or personal injury as a result of our negligence; or
  • fraud or fraudulent misrepresentation.

We exclude all other conditions, warranties, representations or other terms which may apply to our website or any content on it, whether express or implied.

We will not be liable to you for any loss or damage (even if foreseeable) arising under or in connection with:

  • use of, or inability to use, our website;
  • use of or reliance on any content displayed on our website; or
  • viruses, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any content on it, or on any website linked to it.

We accept no liability for the information contained on any third-party websites linked to on our website and we will not be liable for any loss or damage that may arise from your use of them.


Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources and we accept no responsibility for them.

You must not link our website in any other website without our permission.

Intellectual Property Rights

The Prudential name and logo are our registered trademarks. We own or licence of all copyright in our website, as well as the content, trademarks or other material published on it.

Unless specifically prohibited by a notice on any page, you may print or download individual sections of our website for your own personal information and use only, provided that you retain all copyright and other proprietary notices.

You must not use, extract or reproduce our trademarks or any content from our website for commercial purposes without first obtaining the written consent of Prudential or any party which licenses any content to us.

How to complain if you're not happy about a product or service

We aim to provide excellent products and service at all times. If you feel you have cause to complain about a product or service we have provided to you, please contact us:

  • By telephone:
      - GPP: 0345 075 2244
      - SHP: 0345 070 3333
  • By email: Please use our secure email service to make an enquiry
  • By letter: Please write to Customer Relations Unit, Prudential, Lancing, BN15 8GB

One of our customer service agents will deal with your complaint and will try to provide a quick and satisfactory conclusion for you.

So that we can try to resolve your complaint, please provide us with the following information when you contact us:

  • Your full name and address (including your policy number(s))
  • Full details of your complaint
  • Any information you consider to be relevant to your complaint

We hope you will be happy with the handling and outcome of your complaint. We will always try to reach an agreeable solution with our customers, but appreciate there may be occasions when this is not possible. If you remain dissatisfied, you may be able to refer the matter to the Financial Ombudsman Service (FOS)

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567

The FOS is an independent body that handles disputes between businesses providing financial services and their customers.

Information About Us

Wherever the name Prudential is used on our website this refers to one or more of the trading companies of Prudential that operate in the UK. For more information about Prudential's companies, please go to About us.

Prudential is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America.


If any part of these terms and conditions or our Privacy and Security Statement or our Cookie Notice is found to be invalid, unenforceable or unlawful by any court of competent jurisdiction, such part shall to that extent be severed from the remaining provisions all of which shall remain in full force and effect as permitted by law.

Failure by us to exercise any right or remedy under these terms and conditions or our Privacy and Security Statement or our Cookie Notice shall not constitute a waiver of that right or remedy, and shall not prevent us from exercising that right or remedy at any time in the future.

These terms and conditions, our Privacy and Security Statement and our Cookie Notice are governed by English law and in the event of a dispute you agree that the courts of England and Wales will have non-exclusive jurisdiction.

Our Privacy and Security Statement

'We', 'us' and 'our' means Prudential UK.

The security of your personal information is our highest priority. As this is so important, our website uses an effective encryption system which protects your communications with us and keeps them private.

We regularly change and update our Privacy and Security Statement. Please check back frequently for any updates.

Site security

When you complete a quote request, application form or enter details on our MyPru or PruRetire portal your personal information is encrypted using Secure Sockets Layer (SSL) Version 3 with up to 168 bit encryption keys (depending on your web browser). This encryption stops someone else reading your personal information while it's in transit. On the website, you will see a padlock symbol at the bottom of the screen which confirms you are in a secure area. Your personal information will also be protected on our internal systems with secure firewalls and other measures to prevent any unauthorised access.

Read more about keeping your personal information secure while online in general.

How we use your personal information

We take the privacy and protection of your personal information seriously.

This Privacy and Security Statement (along with our cookie notice and the terms and conditions of the product or service you hold or are considering purchasing) summarises the way that any personal information we collect from you, or that you provide to us, will be processed. Please read this Privacy and Security Statement carefully to understand how we process your personal information. For a full explanation of how we process your personal information please visit the MyData page.

You may give us your personal information when you apply for any of our products or services, contact us by phone, email or when you register to use the MyPru or PruRetire portal. You may also give us this personal information when you contract (or intend to contract) with us for any of our products or services.

We may share your personal information with the Prudential Group and our Marketing Partners and Business Partners for the purposes set out below.

We, the Prudential Group and our Business Partners and Marketing Partners, will use the personal information you provide to us, together with other personal information, for the following purposes:

  1. the administration of our products and services (including providing and administering the MyPru and PruRetire portal), including to enable us to perform our obligations to you and to provide any relevant services as discussed with you prior to any purchase of a product or service
  2. complying with any regulatory or other legal requirements
  3. carrying out checks using agencies such as credit reference agencies, tracing companies, or publicly available information for example to verify your identity
  4. the provision of customer services - like to reply to a question, or tell you that something's changing
  5. automated decision-making or profiling
  6. keeping your personal information on record and carrying out other internal business administration

In addition, we, the Prudential Group, and our Marketing Partners, may use the personal information you provide to us, together with other information, to send you direct marketing offers by electronic and non-electronic means including by post, as well as sending you introductions to products and services from carefully selected third parties also by post.

Further information can be found at the MyData page.

You're in control

When it comes to how we use your personal information, you've got the right to:

  • request a copy of your personal information for free (although we may charge you for this if the request is manifestly unfounded or excessive)
  • in certain circumstances request that we move your personal information to another organisation
  • request that we correct anything that's wrong, or complete any incomplete personal information
  • ask us to delete your personal information if it is no longer needed for the purposes above or if there is no other legal basis for the processing
  • limit how we use your personal information or withdraw your consents (including automated decision making) for the processing of your personal information
  • object to us using your personal information for direct marketing (including related profiling) or other processing based on legitimate interests
  • complain to a data protection authority or another independent regulator about how we're using your personal information.

If you want to do any of these things, or would like an explanation of any of these rights you can get in touch by:

  • Writing to us at: Customer Service Centre, Prudential, Lancing, BN15 8GB
  • Calling us on: 0800 000 000

Please note that if you wish to exercise your right to obtain a copy of your personal information, you will need to complete this form and send it to us at Data Protection Operations Team, Prudential, Lancing, BN15 8GB.

Please note, we may monitor or record calls of any other communications we have with you. This might be for training, for security or help us check for quality.

Cookie notice

Your browsing experience is enhanced by the use of cookies which also help us make this website better. By dismissing this statement or by continuing to browse our site you agree to use of cookies. To learn more about the cookies, please read our cookie notice.

The Prudential Group of Companies

Prudential UK means The Prudential Assurance Company Limited, Prudential Distribution Limited, Prudential Life Time Mortgages Limited, Prudential Pensions Limited, and Prudential Financial Planning Limited as appropriate.

The Prudential Group means any affiliates of Prudential UK (including, Prudential International Assurance plc, Prudential plc, Prudential Services Limited, PGDS (UK ONE) Limited, Prudential Global Services Private Limited, Prudential Corporation Asia, Jackson National Life and PPM America, Inc. M&G Investments Group, and Prudential Corporate Pensions Trustee Limited.

Business Partners means our service providers, accountants, auditors, IT service and platform providers, intermediaries, reinsurers, retrocessionaires, investment managers, agents, pension trustees (and other stakeholders), scheme advisors, introducers, selected third party financial and insurance product providers, and our legal advisers.

Marketing Partners means our service providers, intermediaries, pension trustees (and other stakeholders), scheme advisors, introducers and selected third party financial and insurance product providers.