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If you have additional voluntary contributions (AVCs) with Prudential, please be aware that they’re currently experiencing some significant delays in their service offering. This affects existing and new potential members. The problems came to light when Prudential upgraded to a new administration platform.

They’re working through their backlog, but please be aware that currently - payment of your retirement benefits may be delayed by as much as two months.

Many questions can be answered by visiting the Prudential website and portal.

One other issue is that payment information is not appearing on to online accounts as quickly as it should. Whilst this isn’t ideal and it may feel unsettling to not see your payments online. If your payslip shows the payment has gone to Prudential, then they will catch up, so there is no need to phone to check. But if you do need to phone them, you can call Prudential on 0345 600 0343. Please be prepared for a long wait to get through when calling.

Prudential has told us that they’re currently working through a service recovery plan and have recruited more staff to help with this. They hope to bring their service levels back to normal as soon as possible, and provide members with the quality of support you’d expect.

We know this is an unwelcome situation, but unfortunately the delays are beyond our control. The Pensions Regulator are aware of the problems with Prudential, and so we know they’re doing all they can to reduce any delays to the payment of AVCs.

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