Reassure by name but not by nature. It has been four weeks since I first enquired about cashing in my pension. The first three weeks I was constantly on the phone asking for information on how to do this. Only to be told that a pack would be sent out in the post for me to complete. As to date this has not been received. Now I am being told I needed to call before a certain time to discuss this query which wasn’t mentioned previously, only to be told I would receive a call back but have not. The member of staff who I assume was working from home was more concerned about his dog barking. Now I am calling but being told by voicemail there are problems with the phones so cannot talk to anyone. I get the impression that reassure do not want to pay my money.

Appalling practice. Spent days hanging on the line. When you get through they drop the line so you have to do it all over again. Shocking practices.

It's been over 4 weeks, I made one off payment to my pension policy and it is still not showing in my pension account. It happened in the past too ,2021-22, it took over 4 weeks to show the money added into the pension account. It seems it's usual practice with them. In the world of instant transactions, these people take weeks or perhaps months to complete a transaction.

A 2 year saga which remains ongoing including: 14 missed payment allocations Missed annual statements Failed to implement a request to switch funds for 2 years Pension Ombudsman is now involved and they are still slow to engage to conclusively resolve anything. Also, the Financial Ombudsman Service (FOS) received 326 new complaints against ReAssure between 1 July 2021 and 31 December 2021. As a result, ReAssure is the most complained against firm in the decumulation life and pensions category. They may be charging only a 1% fee, but from my own experiences they have done very little to deserve it and their actions (or inaction) has materially impacted my pension pot. Furthermore, for the stress, the man hours involved to continually chase them, to escalate the matter to the regulator (and the 7 month wait), and the back and forth weekly to resolve all of the issues (still ongoing) over 2 years, they are of the view that my request to refund the 1% fee is not reasonable, and that a £500 compensatory sum is sufficient. Madness. Avoid at all costs.

L&G should be brought to the sword for sending many of us over to them. We were not given a choice and today like every year around this time we receive an appalling letter from them which is on the brink of threatening telling us to massively increase our payment to get any kind of return ReAssure are trying every way possible to scrap our policy Many thousands of us have paid a whole of life policy for many years ( 40 years for me) only for it to be put in the hands of a company that has the credit and notoriety as being the most complained about company going .

This company owes me money from a pension which has run it's course, now they are doing everything to avoid paying me. When they say that they will phone you back, they don't. I became 75 on the first of June this year. When the pension had run it's course it is now November. Your telephone staff are untrained, and offer no help or service.

Tried ringing took over an hour on hold then I was cut off so emailed numerous times over a 2 week period still no reply customer services non existing

Ongoing & continuous issues. The complaints are discussed, promise of a resolution which is never the case. No consistency, lack of communication. I have been waiting for a refund since April, and the reasons given for not sending are almost laughable. Poor management, and I'm unsure if I was given the option to move the account elsewhere when ReAssure took over my policy from L&G. I have yet to put in my yearly contributions as I am concerned that the transfer will disappear again as it did in previous tax year. The funds vanished, and it took months to resolve.

Something strange and unacceptable is going on in the Reassure surrender/payments department. I gave an instruction on 1 August 2023 for two identical sets of segments of a policy to be transferred to my son and daughter respectively. On the same day, they gave instructions to cash in the segments. I was notified that the transfers had been effected by letter of 17 August 2023. Payment was made to my son by 13 September 2023, i.e. some six weeks after the original instruction and four weeks after the transfer had been registered, an unacceptable delay in itself. But now, on 9 October 2023 my daughter is still waiting for her money: that is, some 10 weeks after the original instruction and 8 weeks after the registration of the transfer. I was told on 4 October 2023 that the payment "had already been made" on 29 September 2023 and would be "processed" within five working days. But that now turns out to be untrue. Reassure have now accepted that no payment has been made. I am informed that there has been an "issue with the calculation", which is logically impossible, since the identical calculation was made for my son who was paid a month ago. I still do not know when the payment will be made.

If I could give 0 stars I would. First tried to cash in Barclays Life Endowments in Feb 2023; in order to pay off remaining mortgage early. Wanted them sent to Barclays Mortgages (the Assigned). Jumped through hoops, given wrong information, operators don't seem to understand or escalate complaints, hours waiting to be connected and more... finally I got so physically stressed with it all I had to give up (I think it's Reassure's "Master Plan".. make it difficult for people to get their money). Tried again on 3rd Aug. Paperwork still not arrived 30th Aug. Rung up to complain and was told incorrectly that my Endowments had a nil balance - panic attack ensued. Another complaint raised. There's much much more to this.. letters received for wrong policy number in response to a change of name request i never formally raised, never being able to speak to someone you can have confidence in, things taking weeks to arrive or realise they aren't going to arrive. It's just a circle of incompetence that never ends. I would never ever EVER recommend this company to anyone. I can't wait to be rid of them (although I've probably made enemies and set myself back a month by making this review).

Omg , these imbaciles, how did I get transferred to these idiots from a reputable company? They have been taking £60.42 a month out of my bank account since 2022 for life cover. Turns out I have only been insured for £25 worth of cover even though I have the updated policy in front of me . A company that take from customers and when you ring the complaints department get an idiot like Zuhaiv Raheem who waffles on, doesn’t care,avoiding the fact that I’ve been tricked by them, I’m going to the FCA and reporting them .

If you have a choice, do not give them your hard earned money, or leave it with them. I was reassigned part of a trust and over three transactions have demonstrated no sense of urgency in getting my money out ( I do not trust them with my money due to their behaviour) They hide behind woefully ineffective procedures and then fail to meet their own (far too slow) timescales...every time. The board should be sacked...this is happening on their watch and by the reviews has not changed. It's not as if it's not my money, or that there is a cost of living crisis!

ReAssure, what a truly awful pension company, l ended up with this bunch not by choice but because ReAssure acquired my original pension provider. Having saving into a pension fund for all my working life, the day finally came for me to access my pension fund. What a complete disaster the ReAssure process is, even though you go through security to be able to discuss things and make the application, there is a timebomb looming that they do not tell you, namely, "Signature Varication Form", they could get you to do this at the time of application, but ReAssure wait until you have posted your application. The timebomb arrives weeks later, you did not know about this, its devastating, the stock market has devalued and your expectations are shattered your pay-out is reduced. You then complain and get the run-around, all the people you talk to tell you conflicting information. Eventually you go though the complaints procedure and get nowhere, they know what they have done but couldn't care less, it is all about money, your money Even worse, the FOB also think it is ok for ReAssure to withhold information at the time of application, everything is against you, ReAssure can do what they want at anytime ReAssure have not assured me, they horrible, it is no wonder ReAssure are the most complained about pension provider, they top these league tables Be very, very careful when you deal with these people, better still get as far away from these people as possible

Reassure failed the register my brother's power of attourney for our mum and continued to send letters to her old address, contacting me (atmy old address!) rather than my brother who has the power of attorney. They then failed to register a paymenta nd then threatened us with the loss of the money di=ue to 'non-paymet'(£100 000 of course we had paid they justfailed to register it) whilst contacting mum direct at her old address (she has profound dementia and is in a care home and we don't always get her post because her partner also has cognitive impairment) and not contacting my brother. They then offered us £200 compensation each to my brother and myself (which we haven't cashed) but were still failing to register the correct address to contact. Its a shambles and we wish our dear mum hadn't taken out this policy but we don't want to lose the money that she has invested in this rubbish company in her beautiful attempt to look after us when she is dead. We are very dissatisfied with reassure - as I can see by their star rating are many other people!

Desperately trying to get my money since February. Took them weeks and constant chasing to get the tax free 25%. Complaint number 1. Complaint number two was when complaint number one was found to have cause to be reopened by their complaints team after losing forms, emails that were supposed to have been sent but weren’t, and when I eventually received them and sent them back, I had to chase up again to find out what the delay was - only to be told they should have been signed electronically. Nobody thought to get back to tell me. So I requested a payment of £1,000. This was the minimum amount I could take which would be taxed at 40%, after which HMRC would send them my correct tax code and any further payment would be taxed at 20%. Guess what? They sent me the £1,000 - but didn’t tax it. Now I’ve sent in a further complaint and I’m still not sure how to get my correct tax code over. Absolutely incompetent. Shouldn’t be allowed to operate. They’re a disgrace to the financial industry.

Reassure are seemingly unable to respond to any letters, emails or follow up on phone calls when the customer service advisor said the matter would be handed to a team to resolve my problems. Waiting for a reply to letter since October 2022, despite my phoning and chasing.

Requested to take 25% of my pension they delay every stage. It's been two months and still haven't got the proper forms. They just kept saying they sent the forms but they haven't Also as soon as I requested it 10% suddenly disappeared from my pot and it's dropping in value every day. They've now stopped answering the phone and don't reply to messages. . I've now had to pass it on to the ombudsman I guess it's the last I'll see if my pension. BEWARE...

The worst company we’ve ever known for customer service. Very quick, keen and adept at taking money from investors but loathe to return even small sums which, in our case, can take up to eight weeks due to a lack of due diligence and disregard for customer care. Trying to contact or speak to anyone with any authority or credibility is not worth the effort. Avoid.