Need to complain?

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. Prudential and M&G Wealth Advice Limited are both part of M&G plc group and follow the same complaints process.

Ways to complain

  • Telephone: You should call the telephone number for the type of product you have, for example, Prudential Investment Bond, Personal Pension etc. Please see our telephone numbers to find the relevant number. It is helpful if you have your policy number and any relevant policy paperwork to hand when calling our Customer Service Agents.
  • Letter: Please write to Customer Relations Unit, Prudential, Lancing, BN15 8GB. It is helpful if you give us as much relevant information as possible, including your policy number/s. For specific general insurance complaints, please write to the respective address for the product you have.

If you want to complain about advice you have received, you should contact your financial adviser. We can only investigate your complaint if Prudential gave you advice.

We have a defined process for dealing with your complaint but even in the best organisations, mistakes can occasionally happen or expectations may not always be met. It is only when our customers take the trouble to tell us about them that we can try and put things right and make improvements for the future.

Who will deal with my complaint?
One of our customer service agents will aim to resolve any concerns raised to your satisfaction. If they cannot resolve the matter, a Customer Services Specialist will take over and they will personally deal with this for you.

How long will it take for my complaint to be dealt with?
We always try to reach an agreeable solution as quickly as possible with our aim to have your complaint resolved within 5 business days. Business days are Monday to Friday excluding Bank Holidays. Where practical we will call you to resolve the problem immediately.

What will happen if it takes longer than 5 days to deal with my complaint?
Some complaints are more complex than others and may take some time to investigate. So it may not be possible to resolve your complaint within 5 business days.

If this is the case we will write to you to let you know that we have received your complaint and that we are dealing with it.

When will I hear from you again?
Where we have to collate and analyse information from many sources it may take longer to deal with your complaint. We will update you on our progress 4 weeks after receiving your complaint.

In the unlikely event of us not having resolved your complaint within 8 weeks of us receiving it, then for certain types* of complaints, you have the right to refer to the Financial Ombudsman Service. Full details of your rights will be sent to you after 8 weeks.

Once we have fully investigated your complaint we will write to you with our final response.

What can I do if I am not satisfied with your response?
We will always try to reach an agreeable solution with you but appreciate that there may be occasions when this is not possible.

In these circumstances you have the right to approach an independent complaints authority.
In most cases it will be the Financial Ombudsman Service. Although, if you're a member of a company pension scheme there is an equivalent - The Pensions Ombudsman. Full details will be sent to you with our final response.

PPI is most often added to a loan or credit arrangement or a mortgage and covers missed premiums due to sickness, accident or redundancy. The PPI that causes such media attention is often added without the customer’s knowledge or is a mandatory part of their arrangement.

We have never automatically added PPI to any of our products, and it has never been a mandatory part of any of our arrangements.

We did, historically, arrange a small amount of Redundancy and Disability Insurance, which could be construed as PPI under a different name. These arrangements were always separate contracts and were not added on to our savings or life assurance products. If you have or had one of these policies and want to raise concerns please contact us through PruMail.

If your query relates to EGG mortgages, EGG credit cards or loans please contact Canada Square Operations who look after this part of our business (their telephone number is 0800 358 2101 and this line is open 9am to 5pm, Monday to Friday).

Home Insurance

Car Insurance

Mortgage Payment Safeguard & Disability
and Redundancy Insurance

Customer Relations Department
Prudential Home Insurance
Churchill Court
Westmoreland Road

Customer Relations Department
Prudential Car Insurance
The Wharf
Neville Street

Complaints Resolution
BN15 8GB

We take the privacy and protection of your personal information seriously. 

We have appointed a Data Protection Officer who can be reached at:

Customer Service Centre
BN15 8GB

Telephone: 0800 000 000

If you’ve raised your concerns with our Data Protection Officer, but remain unhappy with how we have dealt with your issues, you can refer your complaint to the Information Commissioner’s Office (ICO) – an independent organisation set up to protect the information rights of individuals.

The Information Commissioner’s Office can be contacted as follows: 

Telephone: 0303 123 1113 (or +44 16255 45700 if you’re calling from outside the UK). 


If you decide to approach an independent complaints authority, your legal rights will not be affected if you subsequently decide not to accept their findings.

The Financial Conduct Authority is one of our regulators and the Financial Ombudsman Service considers certain types* of complaints. If you remain dissatisfied and have no further information to bring to our attention, you can refer your complaint to them. This must be done within 6 months of the date of our final response letter as after 6 months the FOS will only consider your case in exceptional circumstance.

The Financial Ombudsman Service can be contacted as follows:

Exchange Tower,
E14 9SR

Telephone: 08000 234 567



If you decide to approach an independent complaints authority, your legal rights will not be affected if you subsequently decide not to accept their findings.

* More details of the types of complaints the Financial Ombudsman Service will not consider are given on their website.

For more information on your product you can visit our existing customer section.  

We might record your call for training and quality purposes. To find out more about how we use your personal data please visit

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