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 July to December 2021.
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 July 2021- 31 December 2021
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 |
1.43 |
13 |
20 |
20.0% |
60.0% |
50.0% |
General admin / customer service |
Insurance and pure protection |
0.26 |
470 |
537 |
23.3% |
63.5% |
90.7% |
General admin / customer service |
Decumulation and pensions |
2.39 |
7360 |
8898 |
23.9% |
58.5% |
89.9% |
General admin / customer service |
Investments |
2.48 |
1812 |
1950 |
31.0% |
61.6% |
88.3% |
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.