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 - June 2025.
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 2025 - 30 June 2025
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 |
5.38 |
38 |
34 |
2.9% |
55.9% |
38.2% |
General admin / customer service |
Insurance and pure protection |
0.46 |
718 |
661 |
3.9% |
86.4% |
83.5% |
General admin / customer service |
Decumulation and pensions |
2.66 |
6,193 |
5,697 |
8.4% |
79.9% |
80.0% |
General admin / customer service |
Investments |
4.10 |
2,525 |
2,463 |
7.3% |
81.9% |
86.0% |
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.