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. It’s 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.
Ways to make a complaint
How we handle your complaint
Prudential and M&G Advice Partners Limited are both part of M&G plc group and follow the same complaints process.
A Customer Service Agent will try to resolve your concern. If they can’t, a Customer Services Specialist will take over and handle it personally.
We aim to resolve complaints within 5 business days (Monday to Friday, excluding Bank Holidays).
- Where possible, we’ll call you to resolve the issue immediately.
- If we can’t resolve your complaint within that timeframe, we’ll confirm receipt and let you know the next steps.
Complex complaints may take more time because we may need to gather and review information from multiple sources. If this happens, we’ll write to you:
- Within 4 weeks: We’ll update you on its progress.
- Up to 8 weeks: We’ll aim to complete our investigation and send you a final response.
- After 8 weeks: If your complaint isn’t resolved, you may be able to escalate certain complaints to the appropriate Ombudsman Service. We’ll provide full details of your rights at this time.
If your complaint remains unresolved or you’re unhappy with our final response, you may escalate certain complaints to the appropriate Ombudsman Service. Full details will be provided in our final response.
If your complaint remains unresolved after receiving our final response and you have no new information, you can refer it to the appropriate Ombudsman Service.
The Financial Ombudsman Service (FOS)
- Handles certain types of complaints about financial services.
- For details on complaints they won’t consider, visit their website.
- Refer your complaint to the FOS within six months of our final response. After this period, the FOS will only consider your case in exceptional circumstances.
- This service is free and won't affect your legal rights.
Contacting the FOS
Write: Exchange Tower, London, E14 9SR
Phone: 08000 234 567
Email: Complaint.info@financial-ombudsman.org.uk
Online: financial-ombudsman.org.uk
The Pensions Ombudsman (PO)
- Is an independent organisation that investigates pension administration issues.
- Handles complaints about company pension schemes.
- This service is free and won't affect your legal rights.
Contacting the PO
Online: pensions-ombudsman.org.uk
Please contact your financial adviser. We can only investigate your complaint if we gave you the advice.
We take the privacy and protection of your personal information seriously. To ensure compliance with data protection laws, we
- have an appointed Data Protection Officer (DPO), and
- keep records of complaints for 3 years, in line with regulatory requirement.
Contacting the DPO
Write: Customer Service Centre, Prudential, Lancing, BN15 8GB.
Phone: 0800 000 000, Monday to Friday, 08:00 – 18:00.
Not satisfied with our response?
If you’ve raised your concerns with our DPO but remain dissatisfied, you can refer your complaint to the Information Commissioner’s Office (ICO) – an independent authority that protects individuals’ information rights. Using this service won’t affect your legal rights.
Phone: 0303 123 1113 (or +44 16255 45700 if calling from abroad).
Online: ico.org.uk
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