Help and advice

The Trustee will do all that it can to ensure that the DB Section is administered to the highest standard, but we appreciate that there may be times when you are unhappy about a certain situation or you have a concern that you need to raise.  

Most queries and problems stem from a misunderstanding of information and can normally be quickly and informally resolved without the need to use any formal procedures. You should first of all refer any query to the Administration Team. If you are still unhappy about the matter, you may then wish to consider making a formal complaint through the Internal Dispute Resolution Procedure.

Internal Dispute Resolution Procedure

If you have not been able to resolve any complaint about the DB Section informally, there is a two-stage formal procedure you may use. Full details can be obtained from the Pensions Manager at the address shown below.

Stage 1

You should put your case in writing to:

The Pensions Manager
Prudential Staff Pension Scheme
3 Sheldon Square
Paddington
London
W2 6PR

who will fully consider your complaint and will normally give you a decision within two months of receipt of your complaint.

Stage 2

If you are not satisfied with the Stage 1 decision, you can appeal to the Trustee to consider your complaint. You will normally receive a decision from the Trustee within two months of receipt of your complaint.

Special application forms are available to make a complaint or appeal. If you wish, you may use a representative to act on your behalf. The Internal Dispute Resolution Procedure applies to matters concerning the DB Section that affect members and others who may have an interest under the DB Section. It does not apply to disputes between employees and the Company, nor does it apply to disputes where Court proceedings have started or that are being investigated by the Pensions Ombudsman.