written by on 30/08/2023
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).
written by KarenDuncanRozzaReader on 16/08/2023
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 .
written by davidjparker on 16/08/2023
I have finally decided to surrender my forced investments with this company. Formally managed by L & G but since the transfer and given the appalling number of seriously bad reviews realise now (in my opinion) that I am in the hand of unconsionable. I propose today to bring the conduct of this company to the attention of the FCA
written by krdrummer on 09/08/2023
In the past 2 years (2021-2023) they have managed to lose me 17% of the value of my pension. No doubt, the CEO will be having a healthy bonus for good performance. My dog could invest my money better than these clowns
written by LaurelAyers on 04/08/2023
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!
written by AngusCM on 03/08/2023
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
written by clairekirby on 11/07/2023
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!
written by DexterMcCall11 on 31/05/2023
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.
written by on 23/04/2023
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.
written by Beth4555 on 29/03/2023
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...
written by 22thirkettle on 18/03/2023
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.
written by 285McKinney on 16/03/2023
No accountability, no follow up, no replies to requests whether in writing or by phone, their own system does not work for me and for the past 6 weeks they either have no interest or no idea how to resolve it. They are a complete avoid and have no idea how they have financial authority regulatory approval given their weak controls and processes.
written by JuneThornton1986 on 18/01/2023
Will keep this short. Started last year Jan/Feb took months of hassle to get £10k. However they sent additional £10k in April which we returned. Tax year 22/23 affected HMRC contacted also. £10k still missing today. Several phone calls all year & complaints made. Only realised £10k was missing by accident when I received my annual forecast etc. Now with Ombudsman. Can't wait to get this fixed & transfer to another provider.
written by Mac5543 on 17/01/2023
Like many others, this company is difficult to contact and even harder to receive a response without constant chasing. They forget that the money they hold is not theirs and make it damn near impossible to get hold of. I will be submitting a formal complaint to the ombudsman but I am not holding my breath for a positive outcome. I would suggest that anyone who is involved with this company, remove their funds and place them with a provider who understands what looking after people really means. I dread to think how much my money has dropped in the last 5 months whilst fighting to receive it. So very unhappy and frustrated with this shambles of an organization.
written by fseville on 13/01/2023
ReAssure seem determined to prove that their name is a very cruel joke. I am 70 years old and their customer service is by far the worst I have ever had the misfortune to experience from any business. When my wife died, I sent in a simple query and it took them eight weeks to reply. They cashed my wife’s pension when the terms and conditions did not permit them to do this. When I requested that they reinstate the money they didn’t refuse to do this they just ignored my repeated requests. When I rang them up their call handlers were very pleasant but when I asked to be put through to speak to someone to discuss the pension with there was never anyone available. If this is how they treat a bereaved man one can hardly imagine how they treat ordinary customers. I can only assume that any good reviews they have must result from simple queries and how pleasant their call handlers are. I would suggest that any prospective customers read their poor reviews, which I am sure will reflect the pain and anguish they caused me.
written by Wentloog on 06/01/2023
I am due to retire January 2023, Reassure had me listed as retiring in January 2032, big difference! Despite many attempts to get this corrected, Reassure did nothing. I managed to move my funds to Pension Bee with 2 weeks to spare. Also my fund lost 10% in 2022, whilst my personally managed investments increased 13% over the same period, so much for professionals eh?
written by ydGorman58 on 26/10/2022
They blatantly ignore emails and just a horrible company to deal with. Avoid
written by Amboilers on 25/10/2022
Got a quote once, they never stop calling. Clowns
written by douglasm999 on 22/09/2022
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.
written by StephenAndrewRusselo on 18/09/2022
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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As rated by our community of reviewers
Cji62's Comment
Written on: 20/06/2023
I am currently experiencing exactly the same thing , do it electronically they want a paper copy , do the paper copy they want electronic, absolutely disgraceful, I’ve been on sick pay for 3 weeks and yet can’t get my own money off these people