Our commitment to service for all our customers

Pensions

Achieving good outcomes for our clients is at the heart of everything we do – which means providing the right support, at the right time, consistently. We do this by assessing & reviewing the quality of our processes & motivating our people to deliver the best service we can. Going the extra mile is what we strive for. And at times when things do go wrong, we will listen, learn, and do what we can to put it right, quickly.

Heather Curtis, Service Director

Service

Delivering customer value and improving customer experience is at the heart of everything we do. As part of our customer support and understanding assessment we undertake reviews of our key journeys and communications. We aim to ensure our customers do not face unreasonable barriers (including unreasonable additional costs such as delays, distress or inconvenience) during the lifecycle of a product.

The assessment result is positive, and no material concerns were raised.

Activity	Time to complete	% completed
Money in	3 days	90%
Money out	2 days	90%
Email	3 days	90%
Telephony	2 minutes & 30 seconds	90%

Activity

Time to complete

% completed

Money in

3 days

90%

Money out

2 days

90%

3 days

90%

Telephony

2 minutes & 30 seconds

90%

Important Notes

Processing times on average across a 12 month period (May 2023 to May 2024). These can be subject to variation, for example during times of unexpectedly high volumes. For any customer requests that fall out with the average timescales, we will endeavour to complete them as soon as possible.

Monies in

Contributions received by electronic means with all supporting requirements.

Money out

Following receipt of all necessary information and the settlement of the funds being used to finance the payment.

Bereavement

We understand that taking care of the necessary formalities while mourning a loss can make even the smallest tasks seem overwhelming and difficult. Time is one of the factors to be considered when completing a claim, however our dedicated Bereavement Team are also there to provide empathy, compassion, and care when handling cases during what is a difficult but extremely important time. We have a dedicated bereavement hub, with links to external parties who can provide further support and take you and your client through the steps needed at this difficult time.

Understanding our client experiences with and expectations for our service is pivotal. Working with insights from client and adviser feedback, we put the needs, wants, preferences, and dislikes of our clients first and foremost. This also means explaining things clearly, providing the right amount of information for them to make the right decisions and serving clients in the channel of their choice. And we don’t stop there. Continuing to foster a client-centric culture will ensure we don’t get complacent – there is always room for improvement.

Stuart Paton Evans – Director of Customer Experience

Service

The assessment, while largely positive, identified some areas where improvements can be made, and these are currently being investigated.

Activity	Working days
New business	3
Money out	4

Activity

Working days

New business

Money out

Important notes

Processing times on average for March to May 2024. These can be subject to variation, for example during times of unexpectedly high volumes. For any customer requests that fall out with the average timescales, we will endeavour to complete them as soon as possible

New Business

The Working Days mentioned above are when we are actively dealing with the inquiry. This excludes, for example, outstanding information requests or external / third party processing.

Money out

The Working Days mentioned above are when we are actively dealing with the inquiry. This excludes, for example, outstanding information requests or external / third party processing.

Bereavement

Investments

Stuart Paton Evans – Director of Customer Experience

Service

The assessment, while largely positive, identified some areas where improvements can be made, and these are currently being investigated.

Activity	Working days
New business	6
Money out	4

Activity

Working days

New business

Money out

Important notes

Processing times are the average for March to May 2024. These can be subject to variation, during times of unexpectedly high volumes. For any customer requests that fall out with the average timescales, we will endeavour to complete them as soon as possible.

New Business

The Working Days mentioned above are when we are actively dealing with the inquiry. This excludes, for example, outstanding information requests or external / third party processing.

Money Out

The Working Days mentioned above are when we are actively dealing with the inquiry. This excludes, for example, outstanding information requests or external / third party processing.

Bereavement

At Prudential International Assurance plc (PIA) providing good outcomes consistently is a core part of our proposition to you. With that in mind we review our service performance and your feedback on where we can do better meticulously. This feedback is invaluable and provides us with the necessary information to improve processes and our contact strategy with you. As part of our commitment to you we publish a service charter which sets out the service levels you can expect when dealing with PIA.

Kevin Purtill - Chief Commercial and Operating Officer

Service

Our service charter sets out the service standards which represents a statement of our commitment to excellence in service delivery and can be found here: Service Charter

Service is monitored on an ongoing basis and as part of our value assessment we consider achieving excellence to be delivery against the service charter at least 90% of the time in relation to the key service transactions i.e. new business, money out. The results of our value assessment was based on the most recent data available and covered a period of 12 months.

The assessment result is positive and no material concerns were raised.

Kevin Purtill - Chief Commercial and Operating Officer

Service

Our service charter sets out the service standards which represents a statement of our commitment to excellence in service delivery and can be found here: Service Charter

The assessment result is positive and no material concerns were raised.

Delivering a first-class consumer journey is a top priority for us and that’s why our Transfer Agency team of skilled call handlers, supported by bespoke technology, ensure we are able to meet investors’ needs. We also constantly seek to protect the best interests of investors through good governance and the right culture, and ensuring good customer outcomes. We are proud that the team demonstrated excellence in customer support by winning a Client Service for Fund Administration Award. Providing excellent customer service is hugely important to our people, and we’d like to thank M&G for their continued trust in us.

Karl Midl- CEO, Waystone Management (UK)

Service

All servicing of the Prudential ISA is provided by Waystone Financial Investments Limited (WFI) as provider and ISA Manager of the product.

In providing the Prudential ISA product and its administration, WFI has provided information in relation to their assessment of the value of their service as follows:

WFI seeks to facilitate customer interactions as smoothly as possible, subject to the need for advice, and ensuring the validity and security of such interactions
WFI monitors the performance of its customer service and support functions. It considers a range of indicators (which may reflect specific regulatory or contractual obligations or other service levels) such as:
- Online Service availability
- Call response times and drop-off rates
- Response times for email and other correspondence
- Dealing and settlement timeliness.
- Completeness and timeliness of investor reporting.
- Complaint and error resolution timescales and effectiveness
WFI does not make use of customer data other than for the purposes of operating the ISA (including information provision to the product providers)

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"Prudential" is a trading name of Prudential Distribution Limited. Prudential Distribution Limited is registered in Scotland. Registered Office at 5 Central Way, Kildean Business Park, Stirling, FK8 1FT. Registered number SC212640. Authorised and regulated by the Financial Conduct Authority. Prudential Distribution Limited is part of the same corporate group as the Prudential Assurance Company Limited. The Prudential Assurance Company Limited and Prudential Distribution Limited are direct/indirect subsidiaries of M&G plc which is a holding company registered in England and Wales with registered number 11444019 and registered office at 10 Fenchurch Avenue, London EC3M 5AG, some of whose subsidiaries are authorised and regulated, as applicable, by the Prudential Regulation Authority and the Financial Conduct Authority. These companies are not affiliated in any manner with Prudential Financial, Inc, a company whose principal place of business is in the United States of America or Prudential plc, an international group incorporated in the United Kingdom.

Our commitment to service for all our customers

Pensions

Retirement Account

Trustee Investment Plan

Investments

Prudential Investment Plan

Prudential International Investment Bond

International Portfolio Bond

Prudential ISA