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Lost Documents can anyone advise please?
FabuLass
Posts: 568 Forumite
My husband passed away in January and I've been contacting all his pension providers.
Aegon asked for his death certificate and returned it to me by the same method I sent it, which was Royal Mail signed/tracked. I got this back on day 3.
A month later they asked for my marriage certificate, my birth certificate and my 3 kids certificates which again I sent by RM tracked/signed. The letter was signed for by them on 21st April and I still haven received them back.
I have spent countless hours on the phone to them and I'm getting nothing but excuses. They actually told me on 2nd May the documents were never lost at any point, they just didn't have a return address and I'd receive by the end of the week...I've lived at the same address for 30 years and they actually asked my address as part of my security questions 🙄
Still no documents.
Then someone more helpful said they'd been posted out on 11th May, but they (Paragon, their mail agent) wouldn't supply her with tracking for me...still no documents so I can only assume they've no tracking because once more they haven't sent them because they are in fact lost!
This is the retireready bereavement team...they don't have a complaints department and I've been told my query has 'been escalated' several times but still nothing happens.
What can I do? I really need these documents, I've other companies waiting for them, but I don't even want them to offer me copies, I want my originals because my birth certificate was written on the back in fountain pen by my grandfather who baptised me, these are so precious and I am beyond distressed over the whole thing.
I don't know who to get a resolution from and what would be acceptable now. If anyone could advise I'd be so grateful. Thank you!
Aegon asked for his death certificate and returned it to me by the same method I sent it, which was Royal Mail signed/tracked. I got this back on day 3.
A month later they asked for my marriage certificate, my birth certificate and my 3 kids certificates which again I sent by RM tracked/signed. The letter was signed for by them on 21st April and I still haven received them back.
I have spent countless hours on the phone to them and I'm getting nothing but excuses. They actually told me on 2nd May the documents were never lost at any point, they just didn't have a return address and I'd receive by the end of the week...I've lived at the same address for 30 years and they actually asked my address as part of my security questions 🙄
Still no documents.
Then someone more helpful said they'd been posted out on 11th May, but they (Paragon, their mail agent) wouldn't supply her with tracking for me...still no documents so I can only assume they've no tracking because once more they haven't sent them because they are in fact lost!
This is the retireready bereavement team...they don't have a complaints department and I've been told my query has 'been escalated' several times but still nothing happens.
What can I do? I really need these documents, I've other companies waiting for them, but I don't even want them to offer me copies, I want my originals because my birth certificate was written on the back in fountain pen by my grandfather who baptised me, these are so precious and I am beyond distressed over the whole thing.
I don't know who to get a resolution from and what would be acceptable now. If anyone could advise I'd be so grateful. Thank you!
so please press my :T thanks :Tbutton x
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Comments
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I know this is no comfort to you now but never send them your original certificates, especially where they have sentimental value.
Send them photocopies or scanned in copies by email. If they don't accept those you can always get copies from the General Registrar's Office on the .gov Website.
"All shall be well, and all shall be well, and all manner of thing shall be well."
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The OP has also posted on the Death, Funerals and Probate board and has had a number of replies, so I suggest people answer over on that thread
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