Problem with LGPS AVCs with Prudential

Tiggy777

xylophone said:

https://www.pensionwise.gov.uk/en/pension-complaints
Have you complained in writing to Prudential and received a response?

My payments have been missing since Sept 2020.  
I contacted Pru in Dec 2020 who told me my employer had not sent them.
Having check with my employer I found that to be incorrect.
Spent hours on the phone but could never get through to them so  raised a formal complaint with them.
Deadline for the reply was towards the end of Jan 2021 which they missed and I got a formal reply about a week ago.
Basically stated 'new system' their end had caused 'problems' but they were hoping to update my fund by mid April 2021.
There is hoping !
Tiggy

Rich2808

Tiggy777 said:

xylophone said:

https://www.pensionwise.gov.uk/en/pension-complaints
Have you complained in writing to Prudential and received a response?

My payments have been missing since Sept 2020.  
I contacted Pru in Dec 2020 who told me my employer had not sent them.
Having check with my employer I found that to be incorrect.
Spent hours on the phone but could never get through to them so  raised a formal complaint with them.
Deadline for the reply was towards the end of Jan 2021 which they missed and I got a formal reply about a week ago.
Basically stated 'new system' their end had caused 'problems' but they were hoping to update my fund by mid April 2021.
There is hoping !
Tiggy

Unbelievable they are now trying to blame employers for not paying over contributions!
Where has all our money gone - they must have a suspense account with tens of millions in it and their bank reconciliations must be all over the place?

SandandShells

I had the same problem with my payments not going in and submitted an online complaint mid-February.  My payments appeared in my account last week and today I received a lovely cheque for £250 in the post 'for my inconvenience'.  Glad I complained, as I imagine that those who haven't noticed won't get the compensation.

bioboybill

Well my complaint went in on January 13th and all I get is a poxy letter every 4 weeks saying they need more time. No compensation here, although my AVC payment from December showed up today. They are basically 3 months behind.

OldBeanz

I have made a Subject Access Request through the website. They have automatically acknowledged this and have 40 days to respond. Another barrel to have them over.

stephenadarglas

down for maintenance again today - it's never ending

bioboybill

Has anybody on this thread who has gone to the Financial Ombudsman actually heard anything back other than the standard “thanks for registering your complaint” email, which suggests it could take many weeks to be allocated to somebody to look at?

OldBeanz

bioboybill said:

Has anybody on this thread who has gone to the Financial Ombudsman actually heard anything back other than the standard “thanks for registering your complaint” email, which suggests it could take many weeks to be allocated to somebody to look at?

Heard back on Sunday evening that as the Pru had not given a final letter there was nothing they could do. I replied that they had ignored my complaint apart from the acknowledgement sent to me the following day as opposed to doing anything and this could go on ad infinitum. They came back and I furnished them some more information today.

bioboybill

What a load of cobblers! So they could just ignore you altogether and nothing could be done? You only have 6 months in which to complain. 

OldBeanz

bioboybill said:

What a load of cobblers! So they could just ignore you altogether and nothing could be done? You only have 6 months in which to complain. 

To be fair, there is no way to print out the complaint from the website that I could see so it was 6 pages of screen dump. I clarified matters and it is now back in their court.
The ICO data access request might be interesting when that requirement to provide my data fails but that has a few weeks to go.