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ReAssure Problems

I'm now 3½ months into asking to cash in my pension pot, two complaints, 14 attempts at contacting them, including two phone calls - the second of which they were more concerned about me dropping my complaint than dealing with the issue and I'm still literally at the same stage I was at the beginning of January 2022.
I'm reading horrendous reviews about people unable to get their money out, all mirroring my problems and I was simply wondering if anyone on here hasn't had any problems with them and what I can do to speed the process along?

Comments

  • xylophone
    xylophone Posts: 45,426 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    I'm now 3½ months into asking to cash in my pension pot, 

    You have a pension policy with Re-assure ( presumably previously held by another insurer )?

    You reached the age when you could access the pension and contacted Re-assure concerning taking your benefits.

    What information/application forms etc were provided to enable you to proceed?


  • dunstonh
    dunstonh Posts: 118,546 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    I'm reading horrendous reviews about people unable to get their money out, all mirroring my problems and I was simply wondering if anyone on here hasn't had any problems with them and what I can do to speed the process along?
    I have transferred several ReAssure pensions recently and not a problem in timing. Indeed, one they transferred within 2 days of the request via Origo.

    They are pretty poor at answering letters though.   More often than not, I have to contact them again because they don't answer things asked in the first request.

    The other thing to remember is that ReAssure are multi-system depending on the legacy company.    Some of the administration with some of the legacy companies is poor whilst others would be better.

    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • Thrugelmir
    Thrugelmir Posts: 89,546 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    I'm now 3½ months into asking to cash in my pension pot, 
    By "cash in" are you referring to draw benefits or something else? 
  • dunstonh
    dunstonh Posts: 118,546 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    The articles on these never refer to which legacy company is having the problems.   I know for the average consumer they just see the brand but for an article aimed at advisers, you would think they would supply that info.
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • anonmoose
    anonmoose Posts: 229 Forumite
    100 Posts First Anniversary
    If you mean transferring it sounds frustrating.  I did it recently and it was a smooth quick process of a couple of days.  Part of the reason I moved was worrying about the bad customer service reviews and I didn't want problems accessing the pension/making changes down the line.  But as dunston stays it might be down to which legacy company it is.

    If you mean actually cashing in the pension then I would be tempted to transfer to another provider and then cash in if that's possible.
  • Is Reassure in trouble? I've been trying since May to get drawdown, something I've done for the last 5 years without issue. Now they are either ignoring me or putting obstacles in my way. Complaints don't go anywhere, they just acknowledge me and thank me for using Reassure. Does anyone know a proper way to complain?
  • dunstonh
    dunstonh Posts: 118,546 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    Is Reassure in trouble? 
    Hardly.  They are owned by one of the most cash rich insurers in the UK.

    Complaints don't go anywhere, they just acknowledge me and thank me for using Reassure. Does anyone know a proper way to complain?
    you just say you wish to complain.  Don't use a no-reply email address or an AI bot but all other methods should be fine.   Best method is to go to the complaints team directly to cut out some hoops. 


    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • xylophone
    xylophone Posts: 45,426 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Contact details

    Head Office address

    Windsor House, Ironmasters Way, Telford Centre
    Telford
    Shropshire
    TF3 4NB

    Phone number: 0800 197 5616

    It appears that this is the contact number - according to the Reassure booklet, the complaints team is available 9 - 5 Monday to Friday.

    Otherwise, do you have an on line portal link  through which you can leave a secure message?
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