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.

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.

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.

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.

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?

They blatantly ignore emails and just a horrible company to deal with. Avoid

Got a quote once, they never stop calling. Clowns

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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!

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