When things go wrong

We want to build a long-term relationship with you. But sometimes things do go wrong. See the complaints we've dealt with when that happens.

Complaints Data

We continually work hard to resolve all complaints in a fair and timely manner.

Detailed below are the number of complaints we received and completed from January to June 2023. 

Firm Name: Prudential Assurance Company Ltd
Other firms included in this report: Prudential Pensions Ltd, Prudential Lifetime Mortgages Ltd, Prudential Distribution Ltd, M&G Wealth Advice Ltd.
Period covered in this report: 1 January 2023 – 30 June 2023
Brands/trading names covered: Prudential UK, The Advice Partnership from Prudential

Product/Service Grouping	Number of complaints opened by volumes of business	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
Banking and Credit Cards	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Home Finance	2.69	22	22	0.0%	27.3%	59.1%	General admin / customer service
Insurance and pure protection	0.21	359	318	5.7%	65.1%	84.9%	General admin / customer service
Decumulation and pensions	2.78	7076	5871	7.3%	73.6%	82.5%	General admin / customer service
Investments	4.46	3098	2617	7.9%	72.1%	87.8%	General admin / customer service
Credit Related	n/a	n/a	n/a	n/a	n/a	n/a	n/a

• Number of complaints opened per 1000 policies in force at the reporting date end.

• Number of complaints opened - this is the total number of new reportable complaints we received during the reporting period. 

• Number of complaints closed - this is the total number of reportable complaints which we investigated and issued a final response, confirming the outcome of that investigation. This may be higher than the number received if we had some investigations still in progress at the start of the reporting period. 

• Complaints closed within 3 days (%) - this is the % of complaints we completed within 3 working days of first receiving them.

• Complaints closed after 3 days but within 8 weeks (%) - this is the % of complaints we completed after 3 working days but within 8 working weeks of first receiving them. 

• Closed complaints upheld by firm (%) - this is the % of complaints where, after an investigation by our specialist complaints team, we agree we had been at fault. 

• Cause of complaints - this is the main cause of customers complaining. 

 

Product/Service Grouping

• Banking and credit cards - current accounts, credit cards, overdrafts, packaged accounts, savings (including Individual Savings Accounts (ISA)) and other banking products.

• Home Finance - equity release, impaired credit, second and subsequent charge, other regulated home finance products and other unregulated home finance products.

• Insurance & Pure Protection - payment protection insurance, income protection and other accident sickness and unemployment, whole of life/term assurance/critical illness, protection packaged multi products and other pure protection products.

• Decumulation & Pensions - workplace personal pensions (e.g. SIPP's, SHP's, PPP's), non-workplace personal pensions (e.g. SIPP's, SHP's, PPP's), trust based pensions (e.g. occupational and defined benefit), pensions packaged multi products, other pensions, annuities (including enhanced and impaired), drawdown and uncrystallised funds pension lump sum (UFPLS), third way products (e.g. investment linked, variable, fixed term), decumulation packaged multi products and other decumulation products.

• Investments - investment bonds, endowments, ISAs (where investment held), investment trusts, unit trusts / Open Ended Investment Companies (OEICs), structured products, exchange-traded products (ETPs), discretionary management services, non-discretionary management services, platforms, crowdfunding / peer to peer, foreign exchange (FX) / certificate of deposit (CD) / fixed deposit (FD), spreadbetting, undertakings for collective investment in transferable securities (UCITS), investment packaged multi products and other investment products/funds.