Lost Documents, can anyone advise please?

FabuLass

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! 

sheramber

Is this the company?

https://retiready.co.uk/public/support/faq/getting-in-touch/complaints/how-can-i-complain.html

FabuLass

It is, but that's their usual number, I dialled that and was told they don't actually have a complaints department at all 🙄 

p00hsticks

FabuLass said:

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.

That's so sad. I know it may be too late for you (although fingers crossed that they'll turn up) but just for others who may be asked to send out documents in the same situation I decided I wouldn't risk sending the original copy because - like yours - my original handwritten one was precious. Instead I ordered a new copy from the GRO specifically to send out.

https://www.gro.gov.uk/gro/content/certificates/login.asp

It cost £11 and it meant I had to delay dealing with the documentation until the replacement arrived, but was worth it. In my case I did get the copy back fairly promptly, but getting a copy meant I wouldn't have been too upset if it had gone missing.

I think in your shoes I'd order yourself a replacement birth certificate now because it sounds as if even if your original comes back you wouldn't want to risk sending it out again.

sheramber

Put the complaint in writing with 'complaint' in block capitals across the top of the letter.

Check out the link on that page regarding  their complaint process. It gives details of how you can escalate your complaint to the  FOS or the Pensions Ombudsman.

FabuLass

Thank you, I don't know why I didn't think to write to them, I've only been calling so far and its so frustrating. 
I'll get that off to them in the morning and hopefully I can get some answers. 

FabuLass

p00hsticks said:

FabuLass said:

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.

That's so sad. I know it may be too late for you (although fingers crossed that they'll turn up) but just for others who may be asked to send out documents in the same situation I decided I wouldn't risk sending the original copy because - like yours - my original handwritten one was precious. Instead I ordered a new copy from the GRO specifically to send out.

https://www.gro.gov.uk/gro/content/certificates/login.asp

It cost £11 and it meant I had to delay dealing with the documentation until the replacement arrived, but was worth it. In my case I did get the copy back fairly promptly, but getting a copy meant I wouldn't have been too upset if it had gone missing.

I think in your shoes I'd order yourself a replacement birth certificate now because it sounds as if even if your original comes back you wouldn't want to risk sending it out again.

Thank you! You're absolutely right I wouldn't let them out my sight again, but in Scotland they cost £30 each and that's 5 certificates, I'm sure they should at least pay for those for me so I'm going to say that in my complaint. 

RAS

Do check where you order from; scotlandspeople charge £12 per certificate + postage. Unless you go for the priority service and you should not need that now.

p00hsticks

FabuLass said:

p00hsticks said:

FabuLass said:

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.

That's so sad. I know it may be too late for you (although fingers crossed that they'll turn up) but just for others who may be asked to send out documents in the same situation I decided I wouldn't risk sending the original copy because - like yours - my original handwritten one was precious. Instead I ordered a new copy from the GRO specifically to send out.

https://www.gro.gov.uk/gro/content/certificates/login.asp

It cost £11 and it meant I had to delay dealing with the documentation until the replacement arrived, but was worth it. In my case I did get the copy back fairly promptly, but getting a copy meant I wouldn't have been too upset if it had gone missing.

I think in your shoes I'd order yourself a replacement birth certificate now because it sounds as if even if your original comes back you wouldn't want to risk sending it out again.

Thank you! You're absolutely right I wouldn't let them out my sight again, but in Scotland they cost £30 each and that's 5 certificates, I'm sure they should at least pay for those for me so I'm going to say that in my complaint. 

Apologies, I hadn't realised that the GRO only covered England and Wales.

But as RAS says , check that you order from the official government site rather than these ones that pay to come up first in the adverts on search engine and charge a lot of money to simply submit an order to the official site on your behalf.

I beleive this is an offical government site directing you to the ScotlandsPeople website mentioned by RAS and it says the price is £12 per copy.

https://www.mygov.scot/birth-death-marriage-certificate

FabuLass

Many thanks everyone,  I had no idea you could get copies made that cheaply...we always went straight to our council and they're so expensive there. 
I actually received a letter from Aegon yesterday informing me of the value of my husbands policy and they're actually asking me to send in certificates!! 
You honestly couldn't make it up 🙄🙄

RAS

Hi, put in a formal complaint with Aegon, in writing. It's way past phone calls 

How to make a complaint (aegon.co.uk) not sure which bit you need. 

Alternatively, try them on twitter? That might wake them up?