"Prudential does not actively market to any customer who has an adviser on file and there are a number of checks in place to ensure that when an advised customer makes contact with us they are given every opportunity to engage with their IFA.
"In this instance, Prudential sent the customer a standard letter alerting them that their chosen retirement date was approaching and outlining their options.
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"The first page of the letter highlights to the client the importance talking to their adviser and also outlines other options.
"A copy of the letter is also sent to the adviser firm, providing an opportunity for them to contact their client and advise them on their retirement options."
ruth.gillbe@ft.com
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