written by Estebanu452 on 06/03/2018
Had a pension with hsbc....they sold it on to these clowns... filled forms in sent proof of id back.... still waiting ..... email them phonne them getting nowere they dont like paying out
written by ZoieHensley73 on 21/02/2018
I have dealings with Reassure for a number of years. I have 6 pension policies with them and at no time since they took over my policy have they managed to issue my statements together or correctly. I can retire later this year and am struggling to get final statements from them. Statement received with no policy no on it and when I rang them to find out what it related to they said they cannot give out policy numbers on the phone! USELESS - making a complaint to the FSA and pensions ombudsman.
written by lillymungo on 20/02/2018
Same story really pension maturity came went phone calls wrong policy numbers quoted wrong payments made tax was taken from monthly payments even though there was not any tax to pay ? not quite sure what that one was about. Then it gets worse a letter from HMRC changing tax code and saying i earn over a hundred thousand a year? I WISH!!!. Wish i had read review site first but did not think there was for this type of company. I just assumed they must meet guidelines and standard NOT such bad practice as if they have no idea of the buisness they are in. People you speak to on the phone not knowing nothing,badly typed letters offering no explanation to why it went wrong and no sign of any apology. They give out pamphlets with there letters with all the financial authorities contacts freely as if to say have a go see how far you get. Why i cannot understand they just cannot do the job as it supposed to be done correctly must be easier you would think or maybe more lucrative ££££££ not. When considering the age of most claimants. Shame!!!
written by ampers25 on 11/02/2018
I can only obviously comment on my own experience which seems to go against the other comments ; however, I can honestly say that their service was exemplary ... I decided to cash in a small pension and received the cash within 2 weeks from start to finish. When I did ring, the agents were more than helpful. The paperwork was comprehensive and issued promptly.
Written on: 13/08/2018
This is clearly spam, because that is not what they are quoting over the phone. Did they charge you administration fees?
Written on: 20/08/2023
It’s obviously one of their staff writing this review , everyone should complain to FCA
written by Kyla387 on 01/02/2018
I just wanted to provide ReAssure with a change of address. For security reasons, they only allow phone or mail. When I called the customer reprentative, she asked me several security questions that I answered. Obvioulsy it was not "secure enough" as they denied my right to provide them just an update. The way they treat their customers for the simplest administrative act is chocking and very stressful. I can not imagine the hurdle when it is about getting your pension back. Clearly this company has only one goal.Making sure they trick you by any mean
written by on 22/12/2017
Absolutely useless robbing lowlifes,basically pension not paid,still waiting after numerous phone calls,told it would be put in my bank account weeks ago just fobbing me off.Official complaint letter in the post as is the one to FCA.
written by maddieaddie on 23/11/2017
My father passed away recently and I put in a claim for his life insurance policy. Like many people here I have been messed about. Their paperwork asked for certain documents, which I duly sent. When I did not hear from them for a couple of months I telephoned them and was told they needed my passport, which I sent. Then they told me I needed to send my sisters passport (despite the fact she had signed a form confirming she was happy for them to deal only with myself). I have received much more money from his investments with the Halifax and they were much easier to deal with. These seem reluctant to pay out any money and I am getting fed up with them. When my dad originally took out this policy it was with Barclays and then changed to Reassure, I wish it had not.
written by 382Rollins on 15/11/2017
Like many others who have written reviews here, I have also been deliberately messed around in order to delay paying my pension, with similar excuses (sorry, we should have sent you the paperwork/sorry we sent you the wrong paperwork). Then they leave you hanging on the phone so long in the hope you will give up. I am now waiting for the 'sorry, we lost your paperwork' lie. Charge them interest and ensure you are compensated for any delays in payment, then they won't gain anything and will hopefully stop dicking pensioners around. The Small Claims Court is my next resort (it's cheap and easy to make a claim). Anyone thinking of investing with this company, run a mile!!!
written by 406Graham on 04/08/2017
At 55 i was eligible to draw my SERPS pension,i contacted the company told them that i wanted to draw my pot, they said OK we will send out the forms, the forma arrived within 14 day,sent all back signed with bank statement, now they say we have not received all the documents, phoned the so called customer services they said that they have sent out new forms to sign, still waiting, not arsing with these company anymore they have been given two weeks to pay the pension in to my account or i will ask the High Court for an injunction to make them pay.
written by whughes435 on 19/07/2017
Phoned today on behalf of my brother who is deaf and cannot enter into discussons on the phone.I asked about how to go about him taking some money out of his policy under the new rules and they said that we need to ask him some security questions over the phone. When i explained that he could not enter into discussions over the phone she said that they would phone back later to speak to my brother about his policy. Where do you go from here.Worst customer service i have ever encountered.
written by Doobs2 on 15/07/2017
Please do not use this company when I cashed my pension scheme in they told me I would get x amounth of money when the check came the amount was short i asked why one person said I had missed the deadline by 15 mins I complained the other person said there is no such thing ???????? The complaint is still ongoing.
written by Coyleau298 on 30/06/2017
I retired on 31st May this year knowing that my 'ReAssure' (where they got that name from I have no idea must have been a joke by someone at the company) pension would be paid monthly in advance on my retirement date. I received a letter early in the year to tell me my options and to 'do nothing' as they would contact me again 6 weeks before. As you will guess 6 weeks before came and I received exactly the same letter as I had previously saying 'do nothing'. I called the company about 3 weeks before by retirement date to say I had not received any further information, they apologised and advised they had sent the wrong letter, so they sent me the claim form in the post which I filled in and sent back. I heard nothing, my retirement came went so I called them the end of that week, they seemed to not know about the form I sent so I asked them to confirm that they had received it, they said they had and they would get someone to call me back, when the return call was made to me that day I was told that they were behind but they would expedite my claim and it should be sorted the middle of the following week, of course, it was not, so I called again, same of rubbish excuses, so I called again the following week and was told it was with the 'calculations department' I said that I assumed that the amount I had been advised would not change which they agreed it would not. I also asked why it was with the 'calculations department' as it was no surprised to them when my retirement date. Kept checking my bank account for my lump sum and my monthly payment, nothing. I then send a letter of complaint via there website, a week later and not even an acknowledge and, of course, nothing in my bank account. I have no idea what is going on or whether it is worth calling them yet again. I feel increasing angry about the company completed disregard and apathy towards it's clients and seems to me that there is some underhand tactics going on. If this is not the case perhaps ReAssure could respond with answers which would put the minds of all clients who have their money invested in this company! I very much look forward to their response.
written by TrippFlores on 05/05/2017
Sold me and husband life insurance more like a car sales man than anything but received a photo copy of a policy along with other photocopies rang legal and general to get online account set up never even heard of my reference number which was from reassured!!!!! Not received any life policy as yet and trying to phone reassured not a chance in hell of getting through to them let messages after message to person who sold to us but as yet still no reply not happy with this at all if I could I would get in touch to cancel but Carnot even do that as no one answers phone message says press 1 to leave message does not even do this what's that all about.? I will get to the bottom of this game will just cancel my direct debit maybe someone contact me then
written by wheresmypension on 02/05/2017
I did not choose to deal with ReAssure, they took over the company which held my pension. Do not deal with them from choice. Delaying tactics, absurd reasons given for being unable to supply the information you need. In my opinion they should be investigated by the authorities. I saved for years, but ReAssure seem to be trying their utmost to ensure I get a miserable pension deal - and to delay me getting it for as long as possible! Don't touch 'em with a barge pole.
written by on 26/04/2017
I had my endowment policy with a company called Alico since 1986. They were later taken over by reassure. So about 3 weeks ago I requested to surrender my policy. They sent me my surrender forms and I filled these out and sent it back to them specifying the account details (a Barclays account) I wanted my policy surrendered to. I provided evidence of my identity by sending a bank statement from another one of my accounts. (a Lloyds tsb fixed bond account). Just to reiterate I clearly stated in my surrender form I wanted this paid into my Barclays account. After about 2 weeks I realised I still hadn't received my endowment money. I called Reassure and they said they had paid it into my lloyds account! Now I did not tell them to pay it into this account. Furthermore my lloyds account had matured and had been closed. So Reassure had to wait for the money to go back to them to them before redirecting payment into my Barclays account. Now this was totally there fault but they said it's not there problem. I phoned every day twice a day and spoke to about 20 people. No one knows what they are doing. I did eventually get a call from someone in there specialist services team who seemed to figure out what went wrong. Yesterday I received my endowment surrender after about a couple of months of going back and forth with them. There front office staff (people who answer phones) are not very intelligent.It's a harsh thing to say but true. They just stall you and never apologise for the inconvenience they cause you. T I would not recommend Reassure to anyone neither would I use them again. Stay away and get your money out while you still can!
written by Averyp47 on 25/04/2017
Have been trying to get the money from my (poor) ex Barclays endowment policy which has now matured. Terrible customer service. It seems they want to keep the money as long as possible whilst I still pay money on my mortgage.
written by Kerryd46 on 07/04/2017
I called on 18th Feb explaining that I want to take my pension. At no time was I told that I had to have info sent first but on calling back was assured that I would have been. I know how you work, I had already gone through a smaller pension withdrawal the previous year. I now live in Spain so took over a month to get the ' info' letter. Immediately called back on 27th March to be told they had to have another 5 to 7 days to send out the forms. Now 7th April which apparently is only day 9 of 5 to 10 days, so change if story! Also cut off twice before I got through. Absolutely terrible customer service. We need this to purchase a house and time is running out. Even if they get the pw back and 'everything we need is there' it will take a further 15 days to hit my bank! Pathetic!
written by dnMills493 on 31/03/2017
Service was very bad, rude and very unhelpful customer service advisors. I thought this was a wind up at first, in all my life I've never experienced such rudeness. Beware when you call!
written by cjWheeler1955 on 10/03/2017
The company took over a policy of my fathers, failed to respond when advised of his death, then came in 2 years later to demand the over payment. I have found them horrible to deal with, with no compassion. They swooped in just after my mothers death.
written by Brenda327 on 07/02/2017
I had a pension transfered to this company and they have done nothing but loose money, I have six other pensions and everyone has made money, agree some not as much as other but ReAsure is the only one that lost money at a dramatic rate, personally I smell corruption and will now be taking it to the authorities DO NOT TOUCH THIS COMPANY. Everything I say is true and can be backed up with paperwork.
Written on: 20/02/2017
I have the same experience, perhaps a group action will be appropriate
Written on: 13/11/2021
The same happened to me. ReAssure lost all the monies I invested in my pension that was transferred to ReAsuure from HSBC without my consent.
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As rated by our community of reviewers
Liza71's Response to lillymungo's Review
Written on: 23/02/2018
is your complaint been sorted?
as I am now worried of our policy me and my husband are paying them now for almost 9years.
thank you