Prudential / M and G - customer service response times...

Icterinewarbler

Hello,

Anyone else experiencing long delays for responses? I got a letter responding to a complaint I raised at the start of December about my Prudential pension. The letter (dated 31 Dec) from the person (mandg email address) handling it stated…

"WHEN YOU CAN EXPECT TO HEAR FROM ME? I will contact you again as soon as I have reached an outcome or at the latest 29 January 2026."

Alas, I am still waiting. They can't even keep to their own imposed deadlines that they communicate out to customers. Even a simple update communication along the lines of "this is still in process" would help.

It doesn't fill me with confidence in their ability to handle things, especially in the future when I want to start drawing on this pension.

Fuzzie

Yes, customer service is very poor. Having received 3 letters from Pru/M&G inviting me to contact them by phone (or e-mail), for them to make an mutually convenient time to ‘give financial advice that could make a big difference to my pension’. When phoning, all their agents are busy, with wait times of 5 to 10 minutes. After several attempted phone calls I have just given up!

Albermarle

t doesn't fill me with confidence in their ability to handle things, especially in the future when I want to start drawing on this pension.

The Pru often seem to insist in customers taking their financial advice before moving into drawdown, which costs 3%.

It is not even proper financial advice.

Could be worth checking in advance and think about transferring your pension to another provider. Normally there is no charge for moving to drawdown, and the customer service will likely be a lot better.

dunstonh

Anyone else experiencing long delays for responses?

That is pretty much the norm with them.

 I got a letter responding to a complaint I raised at the start of December about my Prudential pension. The letter (dated 31 Dec) from the person (mandg email address) handling it stated…

"WHEN YOU CAN EXPECT TO HEAR FROM ME? I will contact you again as soon as I have reached an outcome or at the latest 29 January 2026."

That is the standard 8 weeks period. In reality, firms can be much quicker or much slower than that depending on the complaint reason.

Alas, I am still waiting. They can't even keep to their own imposed deadlines that they communicate out to customers. Even a simple update communication along the lines of "this is still in process" would help.

It is not their deadline. It is set by the regulator as a point you can go to the FOS even if you don't get a final response.

They should be sending you holding communications, though.

Bobziz

I have an AVC with the Pru and find them to be very slow, inconsistent and with poorly trained staff. I will be moving to another provider at the earliest opportunity.

Duggo

I’d heard negative things about prudential, so transferred everything to AJ Bell ahead of me starting drawdown. The whole transfer process only took about two weeks, so might be worth bearing in mind.