Further help & information

The Scheme's administrators will always try to answer any questions and resolve any disputes surrounding the Scheme or the benefits provided. In the unlikely event that you are unhappy with any aspect of the operations of the Scheme, however, there is a formal procedure to resolve any disagreements.

The Scheme's Internal Dispute Resolution Procedure (IDRP) is a two-stage process. In the first instance, you should write to the Head of Pensions and Benefits, at Prudential Staff Pensions Limited, 10th Floor, 12 Arthur Street, London, EC4R 9AQ. The Head of Pensions and Benefits will then make a decision. If you are not satisfied with the result of this first stage, you will have six months to ask the Trustee to reconsider and decide upon your complaint under stage two. Normally, a decision under either stage will be made within 2 months.

We aim to make the need for formal complaints the exception rather than the rule. However, should the need arise, full details of the IDRP are available from the Scheme’s administrators.