ReAssure - www.reassure.co.uk

In April 2024, I contacted Reassure to ask about a pension that I could claim when I turned 55, they advised me what and when to do it. In July as advised by reassure I submitted my claim, they eventually sent an email asking me for my bank details, and proof of id. Which on the 16th September 2024, they sent an email stating they had received all the information needed. I called in the office and was told it takes 15 working days so again I waited, on the 15 th working days I called and was told they would escalate the case, over the next 2 weeks I have called to ask where are we up to, to the point were last night I was asked for bank details and proof of id again. I advised the operator of my history of calls and emails and I told them I was not happy when they told me to wait another 10 days, so then I asked to speak to a manager, I was told there was no manager available, so I asked to be put through to the complaints department, and I was put on hold 3 times while as they claimed they was trying to put me through but no one was answering. I advised the operator how poor it was I could not speak to a manager or complaints department, and I would contact the regulator body which is on the bottom of their letterhead. The operator said yes do what you want to, the regulator won’t do anything until 8 weeks have passed. So I emailed all 3 regulators on their letterhead.

Absolutely disgusting service and customer service, I asked is my money making interest as they are delaying my payment I was told no.

Do not consider using this company and how is it still aloud to operate when so many customers are complaining about the same thing.

Horrendous company, I've talked to the financial and pension ombudsman and I'm struggling to understand how this company is still trading. Trying to cash in my pension but being mislead constantly by their customers services people, the answer to everything is "10 working days" so in essence two weeks, told they would send claim forms but allow 10 working days, received everything but a claim form in the last two months, told last week my money would be paid on the 9th july spoke to them again today (8th july) told they are still making a decision and that once they agree to pay me it would take ,,,you guessed it,,,another 10 working day to pay me. One idiot I spoke to last week said it could take 8 weeks to pay me, I just hung up.

They shouldn't be allowed to do this to customers, it my money.

Have been taking lump sums from my pension over the last couple of years and each time I've experienced the most horrendous customer service. Currently on my 5th phone call just to get forms emailed to me to even start process of another withdrawal. Now been told that the first phone call for this one threw up a system error which rather than resolve, they simply ignored so nothing has been done. Their complaints dept now in the loop but even they can't begun to resolve probably until next week which is their 3 days to resolve policy as they can't get forms drawn up.

Reassure in my opinion, they hold people's hard-earned cash and seem to hold it to ransom until they decide fit to give back, this isn't business.

My father passed away and has a pension with reassure they seem to be holding on to his money and don’t want to send it to me I’ve rang them 6 times now and they just fob me off with different things every time. Avoid don’t give them your money.

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.