Help for existing customers
Frequently asked questions
Here you'll find some of the most common things our customers look to do. For most of our products, you can manage your policy online by logging in or registering for our online service.
For most of our products, the quickest and easiest way to view both your latest and historical P60's is through our online service.
If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
It will be available through our online service for registered users from around 1 week after the end of the tax year. If you're registering for our online service for the first time, please allow 48 hours for it to be available.
Otherwise, we'll post your end of year tax certificate (P60) by 31 May each year.
If you've lost your P60, you can send us a secure message to request a copy.
HM Revenue & Customs (HMRC) will notify us of any tax code changes whenever they issue a new code to you. If you think your tax code or tax is incorrect, you need to contact the HMRC in the first instance:
Pay As You Earn and Self Assessment
HM Revenue & Customs
BX19 1AS
United Kingdom
Telephone (from UK): 0300 200 3300
Telephone (from abroad): +44 13553 59022
You'll need your National Insurance number and policy number. They might ask for Prudential’s tax district and reference number (or PAYE reference) which you can find on your end of year tax certificate (P60).
We understand that you may be going through a difficult time and so we want to make dealing with us as simple as possible.
If someone has passed away, let us know by completing our online form or by calling us.
For most of our products, your annual statement and latest valuation can be found easily through our online service. If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
For most of our products, the quickest and easiest way to update your address is through our online service. If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
To change your name, we’ll need a signed letter from you with details of your previous name and your new name. We’ll also need one of the following original documents: a Marriage Certificate, Civil Partnership Certificate, Decree Absolute, Final Order or a Deed Poll.
Please send the letter, including your policy number, to Prudential, Lancing, BN15 8GB. We’ll return your document to you straight away.
If you purchased your pension originally through Scottish Amicable, then you may be able to change your retirement date online. If you’re not registered, all you need is your policy number which can be found on any letter we’ve sent you.
Once online, simply access your Pension Plan Overview and click on ‘Selected retirement age’. If you’re eligible, it will let you change the date. If not, there is a contact number to call us.
For most of our products, you can send us a secure message with your new details, through our online service.
If you'd prefer, you can fill in and complete a direct debit form and send it back to us.
Please ensure any updated bank details reach us at least 10 working days before any payment is due.
If you're thinking about taking a lump sum from your bond, the easiest way is usually through our online service. If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
It’s important that you understand all your options and the impact of any changes you make. Please read the important considerations page before you make any changes. You’ll also find our contact details here. We always recommend you speak to your financial adviser before making any changes to your investment.
If you don’t have a financial adviser, you can find one at unbiased.co.uk
We recommend that you carefully consider your options, including your tax position, before accessing your pension savings.
Taking money out is a big decision and one that’s best made with an adviser.
If you don’t have a financial adviser, you can find one at unbiased.co.uk
Before you can top-up your personal pension plan, there are certain conditions which need to be met before you can make any changes.
We recommend you get financial advice to help you make decisions about your pension savings and your retirement options. If you don't have a financial adviser you can find one at unbiased.co.uk
We’ll send you a guide to your retirement options around 6 months before your selected retirement date.
Taking money out is a big decision and one that’s best made with an adviser.
If you don’t have a financial adviser, you can find one at unbiased.co.uk
Before you can manage Prudential policies or investments on behalf of someone else, we’ll need to check the power of attorney you hold, your details and the details of the policy holder.
We can help if you're looking for a policy either for yourself or a family member.
Need more help?
If you can't find the answer you're looking for here or in our online service, we're here to help. Visit the contact us page to find the team that can help with your query. We're available Monday to Friday, except public holidays
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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.