The company said it has an ongoing programme of activity within its customer service team to identify and rectify outstanding issues to boost its ability to deliver timely and supportive customer service.
“We have made measurable progress over the last year or so but we will absolutely continue to invest significantly as a key strategic priority,” the spokesperson said.
This isn’t the first time advisers have raised concerns over Prudential.
In May, Prudential came under fire after it accidentally paid out the entirety of a client's pension pot after only the lump sum amount was requested.
And last year, an adviser said they had been chasing Prudential for correct compensation payments for himself and a client after the life and pensions giant took the wrong premiums for three members of a group personal pension.
ruby.hinchliffe@ft.com
