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.
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 |
We have an A+ (strong) rating for financial strength from Standard & Poors*.
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.