What has gone wrong at Prudential?

Melanie_Lloyd

I have an AVC with Prudential. I have been trying to make a claim on the money innit but is is impossible to actually contact Prudential to do this. On hold for over an hour, transferred, on hold another 45 min, told I would get a call back it never came. Just looked on Trustpilot and couldn’t believe the negative reviews on there. 

This used to be a decent company. 

Appalling customer service. I really need to access my funds, any help or advice would be welcome. 

xylophone

https://www.pensions-expert.com/DB-Derisking/Prudential-reports-itself-to-regulator-over-AVC-failings?ct=true

MX5huggy

Long thread here https://forums.moneysavingexpert.com/discussion/6240757/problem-with-lgps-avcs-with-prudential#latest

keep a record of all your attempts at jolting them into action. Compensation seems quite freely paid. 

Problems seem to stem from out sourcing policy administration  to 3rd party and an it system upgrade. 

OldBeanz

Make a complaint through their online portal it is then dated and recorded; complain to your county LGPS authority as it is their decision to stick with the Pru.
I thought I was finished with this having made the final change before retiral for the wife in February (for next tax year) which because of the lack of response involved by-passing the Pru and including the Pension Ombudsman.
Their letter dated 17th March confirming the change dropped through the door this morning 27 June.
This about sums up how organised they are.
The Pension Ombudsman suggested the £1k+ I received from the Pru over the 2 previous years was inline with their guidance.