Aegon

Garry66

My mother has a monthly pension now through Rothesay after they acquired Zurich Assurance. This is now month two of missing payments. She already called them two weeks ago to inquire and was told it would be rectified within six days, and now second payment due and still nothing. She'll be calling them again tomorrow to find out what has happened. Not a great start.

xylophone

She can make a formal, written complaint.

Malthusian

Or just ring them up and say "You've now missed two months' payments and I want to make a formal complaint". Under the regulations they must treat a phone call which uses the magic word "complaint" exactly the same as a letter (they are not allowed to insist that customers make complaints in a particular way).

They will be required to acknowledge her complaint promptly and send her a final response within eight weeks. Of course this in itself doesn't actually help her, but it means her case will be escalated to the complaints department and they will take it off whoever's desk her file has been languishing on and deal with it.

For a straightforward screw-up like this I would just ring them. I see no reason to go to the effort or expense of writing a letter, unless she would enjoy it.

xylophone

For a straightforward screw-up like this I would just ring them.

One payment not made? Ring.

Two not made? Write.

majorzott

I am also being transfered to Rothesay life - thanks for your explanation, puts my mind at rest