ReAssure Reviews - www.reassure.co.uk

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Latest Reviews

★☆☆☆☆

“Why is this firm still operating in a regulated...”

Written on: 22/09/2022 by douglasm999 (1 review written)

According to the Ombudsman’s office, the most complained about financial services organisation in the country and no wonder. Repeated frustration, the strain on my nerves and the endless waiting on hold persuaded me to take the remainder of my pension fund so that I would never have to deal with Reassure again. This final payment has turned out to be the worst administered of the lot. Having submitted the forms, I received an email from Reassure on 6 September stating the payment had been made and would be in my bank within 5-7 days. Despite that seeming rather a long time for a transfer I waited the 7 days and called Reassure on 14 September. The associate checked and told me that the payment had been made and she would ask the Payment department to check what had happened. This could take up to 48 hours. 48 hours later on 16 September and another colleague checked with the payment department. It was clear no investigation had taken place and the explanation now was that the payment had got ‘stuck in the system’. A rationale akin to the knife bending in the slot of a piggy bank seems less than credible in a modern FS company. She persevered with the payment department and told me that it was too late to make a payment that day but that it would go out on Tuesday morning, Monday being a bank holiday, and I would have the funds then. She was even kind enough to offer that the payment department call me to confirm that this was being done. I assured her that I took her word for it. Tuesday and no payment arrives. Another call and the customer service rep checks again and quotes the payment department as saying that I should not have received the information I did. They were waiting for manual approval of the amount to be paid i.e. everything I had been told up to this point was untrue. I asked to be transferred to the Complaints Department and spoke to a very nice lady who could see that the payment has been ‘worked on at 1400 today’ but ultimately not terribly helpful concluding that the payment ‘might’ be made tomorrow and could see what the amount was (so no truth in the ‘manual confirmation’ story either). This does not inspire confidence that the business knows what it is doing. Nothing the next day and on calling it was back to the ‘waiting for manual confirmation story’ and it was not possible to say when funds would be in my account. I was told to submit my complaint in writing under the code of a previous complaint (the last time they messed up and had to pay compensation) and that complaint would be re-opened with the new information. I did. The following day I was told I could not speak to Customer Service again as the complaint had been closed. After some coaxing I was told someone from Customer Service would call back within 72 hours. Still waiting: no call, no money. The FCA has already ‘engaged with’ Reassure after complaints from financial advisers about ‘appalling service’. Surely there must be a move to suspend or curtail this company’s licence to operate.

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★☆☆☆☆

“My pension nightmare ”

Written on: 18/09/2022 by StephenAndrewRusselo (1 review written)

Without doubt the worst company I have had the misfortune to deal with. Difficult the give a comprehensive account without writing a book. Suffice to say that it took in excess of 100 phone calls (each taking up to 90 minutes to get an answer), just shy of 2 years and the need to employ another firm to access my pension. Difficult to accept this level of incompetence is not deliberate. Avoid like the plague.

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★☆☆☆☆

“Seem uninterested in actually helping me now I'm an expat”

Written on: 05/07/2022 by amanofgodforever (1 review written)

Now an expat, the team seems uninterested in actually caring about my account. I want to increase the amount I pay in each month to cover the tax relief I am no longer eligible for, so that the monthly amount going in remains the same. It is unreasonably expensive where I am to mail a physical document back to the UK. I was assured by a member of the "specialist team" that electronic scans would be accepted, but all the interactions since then have said I must send documents physically. I have sent scans for them to view so they can confirm the physicals would be acceptable (because the professions they have listed as acceptable verifiers of copies are not exactly the same as the equivalent professions here), but they keep responding (sometimes with spelling mistakes) that "we can accept copies of your ID and bank statements from with the past six months", repeatedly failing (I would say refusing) to confirm that the profession I have had verify my documents would actually be accepted. I do not trust them to receive these physical copies and accept them - based on my experiences with them to date I would expect them to receive them and do something along the lines of rejecting them because the profession isn't exactly what they had listed as acceptable (the very reason for which I am trying to get that confirmation in advance). Then I would be stuck having to pay even more, with no guarantee that the next attempt would be accepted. This whole process started over nine months ago but we have been stuck on this step for the last six months. I would not recommend this company to anyone based on my experience, and I am only with them because L&G moved my pension to them.

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★☆☆☆☆

“Appalling service”

Written on: 25/06/2022 by 346Coleman (1 review written)

This company refuses to answer any form of communication . I have emailed, telephoned, and written but they always give their standard reply ......we are extremely busy and will get back to you ASAP. However that doesn't happen. I have now contacted the financial ombudsman who will hopefully resolve this matter on my behalf. This company should be ashamed of their service and most of their customers were not given the chance to use anoprovider as Reassure just took over. What a shambolic company.

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★☆☆☆☆

“This Company are a joke”

Written on: 01/06/2022 by TOPcatisfedup (1 review written)

This company are the pits. Don't respond, don't act on instructions. Do anything at all to hold onto your money. Delay, delay , delay. Aviva acted on my instructions within 3 days, Sterling 5 days. ReAssure 27 days to date and still no settlement. Looking at reviews on Trustpilot , and here , hopefully people will steer well clear of this mob. Unfortunately my bond was transferred over from Barclays so I had no say in the matter.

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★☆☆☆☆

“can find my pension”

Written on: 31/05/2022 by sbJohnson379 (1 review written)

after deciding the time had come to cash in my pension i called reassure to confirm the value. The person on the line was very helpful but was unable to locate any information on my pension since 2020. This despite the fact that I actually received a yearly review figure for this pension up to January 2022. I had another very small pension which he found and gave the value. I then said could he please have the larger pension value sent through to me so i could decide the way forward. After waiting several days the valuation arrived not for the larger pension as requested but for the small pension which we had already given me over the phone. I then rang again and spoke again and explained i did not want the valuation they sent and gave them the policy number and said please send my valuation for this pension. The lady stated that she would put it through as an urgent request and i would receive it within five days. After one week i have now received a letter stating a completely different pension number saying it is closed and it has zero value. This apparently according to my first contact is the pension that a top up amount was paid into in 2020 before it was transferred into the larger pension. Of course the value is zero the money from that is somewhere in the pension that I cannot for the life of me get the value for. I am now on my third try to get the details i want from Reassure. Im not very hopeful after reading all the previous reviews.

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★☆☆☆☆

“Nothing but hassle ”

Written on: 14/05/2022 by MelodyRooney4 (1 review written)

Very hard to deal with can take out a policy very easy but when it comes to changing or counciling the policy they give you the run around lead to believe by reassure the insurance was with them only to find out it's with other companies that I need to contact myself even thoe reassure already told me the policy was counciled. DO NOT USE

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★☆☆☆☆

“shocking performance ”

Written on: 14/04/2022 by XzavierDalton (1 review written)

I have been waiting since January to get my 25% lump sum from my pension. I cant get an answer from their customer services they just say it is pending. I did not choose to be a Reassure Costumer but this happened as my policy was transferred from Legal and General. I have also made a complaint through there customer website and have not had any answer back (shocking performance) I do not know where to go from here, a visit to the lawyer looks to be the answer

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★☆☆☆☆

“exhausting to deal with.”

Written on: 10/04/2022 by hondaprelude (1 review written)

initially had money with legal and general.Could always get a couple of hundred out within five days....never any problem. now Reassure have taken over and this is my first attempt to get out £400. Filled in all the forms. Provide bank state meets...Waited and waited. It's now five weeks. They a say the money was paid in... but nothing in my bank account. Now having to send bank statementsto support this. I've rang five times for an update. Basically just fobbed off. Would like to get the whole lot out but can't risk them losing it as it looks like they have lost my £400.

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★☆☆☆☆

“Appalling!!”

Written on: 23/02/2022 by AlexLyons (1 review written)

I tried to make a one off contribution into my pension - a month later the money was still not allocated to the pension - I had chased this up and was told "it's in hand" eventually found out I wasn't actually able to make additional contributions and so I requested the money back. I was told it would be made straight away - a week later I am still waiting. I ring every day and am told a different excuse each time - I am very concerned about this now.

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Simonyp's Comment

Written on: 08/03/2022

I have been waiting almost 12 months. They lost my contribution of 50k denied having it then found it but have still not refunded. This is a contribution I made in April last year.

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★☆☆☆☆

“Avoid like the plaque”

Written on: 11/01/2022 by 117Coyne (1 review written)

No replies to requests. Will not confirm in writing what they say on the phone. They don’t log emails sent to customers against the client account. Inadequate processes. Oh, and I’m still waiting for my money. Now the point here is that I never asked to be a customer of ReAssure (what a completely misleading name) as my policy was with Legal & General. Why L&G think it’s a good idea to dump the customers they’ve made profits from on this useless company I do not know. If you do have a choice, don’t deal with ReAssure would be my advice.

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Joycehanwell's Comment

Written on: 25/01/2022

Yes. Avoid!!!!
A nightmare every time you want to make a withdrawal.
I am going to transfer my money to another provider.

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★☆☆☆☆

“Avoid This Company”

Written on: 07/01/2022 by lamb1878 (1 review written)

They have been unable to send me a tax free lump sum payment for a whole year and the way the Customer Service team (who are good) is set up to protect the incompetent corporate structure is very slick. Keep your money in your mattress rather than entrust it to this shower!

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★☆☆☆☆

“Not even worth one star”

Written on: 01/12/2021 by hqMcClellan419 (1 review written)

An absolutely awful company!My husband forgot to notify them of our change of address. Pension payments stopped in September. After contacting them to find out the reason why, we notified them in writing as requested. Fast forward to the beginning of December & STILL no sign of outstanding monies. This is despite many phone calls, a second letter to them confirming new address & a copy of a utility bill & an email to the CEO. The lack of payments worried my husband who was unwell. Even in the final week before he died in hospital last week, he was asking me daily if the money had been paid into our account. DO NOT TOUCH THEM WITH A BARGE POLE

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★☆☆☆☆

“How can they get away with it ”

Written on: 29/11/2021 by Mick_Austin (1 review written)

I need to take out a tax free amount of my pension. Filled in all the forms and was told I should receive my money by the 8th of November. Well, as you probably have guessed the money didn’t arrive. Since that date I have called them at least twice a week and I can’t get an answer to why my money isn’t in my account. On the 12th I received a call from Reassure to inform me that my money would be in my account by next Friday (19th) still no money, but was I received was a letter checking if my complaint was because I still hadn’t received my money or something else and if it was something else to contact them. Well I did call them today and they still can’t give me an answer, I just get fobbed off by being told someone will contact me in the next 24 hours. I bet I won’t receive that call either. I am so angry

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★☆☆☆☆

“I really don’t know where to start with how...”

Written on: 18/11/2021 by 126Kemp (1 review written)

Have resulted in a FOS complaint after nearly 3 years of trying to get a small endowment paid that matured in 2019, they have processes that are antiquated and customer service that is non existent. I am now attempting to sort out my pension that they have acquired from Guardian and I knew it would be a farce! So tired of fighting for what’s mine…….HELP!

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★☆☆☆☆

“Absoulotely terrible company -ReAssure”

Written on: 15/11/2021 by Ashlee74 (1 review written)

After reading reviews about re assure, I am horrified to find that I am not the only one who has had the misfortune of trying to withdraw money from my pension fund. The first time I tried to withdraw money from them it took them 3 months to transfer money that was due to me in to my bank account which was badly overdrawn due to the effects of losing a lot of my income due to Covid. Last month I thought I would give them another chance rather than reporting them to the Pension Ombudsman. I spoke to one of the 'advisors' who assured me I would have no problems this time and my money would be transferred within 7 days in to my account. To cut a long story short ,it's now been over a month and no sign of any money being transferred into my account despite everything being in order and despite so far 3 different complaints being registered with them. I am now at the end of my tether as will be defaulting on my rent . I have had countless excuses and promises none of which were fulfilled even after spending so far 4 hours on the phone to them. They should not be trading in my opinion. They call themselves 'Reassure But they should be re named Assured of stress.

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★☆☆☆☆

“Legal and General should be ashamed.”

Written on: 17/10/2021 by TriumphDave1956 (1 review written)

No response to emails and my pension is now overdue. If the other reviews are anything to go by I fear that my pension fund has disappeared I to the pockets of the directors of reassure and legal and General.This company and the the sale of our pensions by legal and general should be investigated by an independent body as the FSA clearly has no interest in resolving the hundreds if not thousands of complaints against them.

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★☆☆☆☆

“Appalling record management and processes”

Written on: 14/09/2021

I lost my mum in July, a dual life policy had been taken out by my late father with Barclays. Reassure did not have the trust documents and blamed Barclays for not scanning it. Referential integrity of data is not understood or applied. ANYTHING takes 10 working days to process, they have lost the only copy of the Will I sent to them and they can 'only email' the other department and cannot call them - everything to do with departmental connectivity is broken and is 'their business process' After almost 2 months they have still not paid out and I cannot apply for Probate unless they find the will (they demanded the original and would not accept a copy...) the word USELESS is an understatement

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★☆☆☆☆

“Shocking customer service ”

Written on: 06/09/2021 by StephenSmithjones (1 review written)

I applied for my pension last November and reassure have delayed paying out since then . I have sent them numerous emails and all they do is send me leaflets, what company these days do not reply by email only replying by post . Anyone thinking of investing in this company should seriously reconsider and read all the negative reviews

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★☆☆☆☆

“Pension for my 94 year old father not paid for over a year”

Written on: 13/08/2021 by nigeldoug (1 review written)

I reviewed my 94 year old fathers financial records and realised that he has not been paid his pension by ReAssure since July 2020 when they were apparently taken over by Phoenix. They have been unable to give me a reason why it has not been paid and I have received nothing in writing from them since notifying them over two weeks ago. My father has all but exhausted his savings and they are not giving this matter the urgency it deserves. He has not changed his residential address or his bank details. They tell me on the phone that the process to pay the backlog and re-instate will take 22 days. This is completely unacceptable and reflects very poorly on them.

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