Reassure how long to credit account

2stixoftwixes

I have a pension with reassure that was transfered from legal and general a few years back

On the 23rd March I sent £20k as a lump sum employers contribution (I am a company director)
I waited until 3rd April and the money still hadn't been credited so I phoned them to find out why because the money had to be invested in the last tax year.

The staff member assured me that they had the money, and it would be credited as last year even if the balance didn't show until the new tax year due to some forms I had to fill out.

The form arrived which was a basic money laundering form that wanted proof of my company details. This was sent just before Easter.

I waited another 10 days then phoned them again asking why the money still hadn't been credited to my account.
Again they repeated they had the money and had received the form and just needed to complete the checks

The money is still not in my pension account, nothing in the payment history or anything.
It's been over a month since it was sent.
I have no acknowledgement from them in writing only that they have received it verbally

I always have invested in Hargreaves lansdown and the money always shows straight away as a cash holding.

Has anyone ever had dealings with Reassure. 
Or know why it takes over a month (or longer ) to credit a pension account.

They aren't exactly filling me with confidence 

dunstonh

Has anyone ever had dealings with Reassure. 

yes

Or know why it takes over a month (or longer ) to credit a pension account.

Old legacy products and systems are not geared to be used direct with consumer.   Often they allow it but the administration behind it can be awful.  I'm surprised your IFA hasn't told you to get away from them years ago (L&G plans were also pretty out of date before they dumped you on ReAssure).  That assumes you have one but most company directors do.

2stixoftwixes

This was an old with-profits pension from when I opted out of SERPS in the 1990's it then got sold to Legal and General, who then sold it to Reassure

I was an employee at the time

I added some money to it for a few years whilst it was Legal and general and it was credited straight away, without a problem

Then it got sold to Reassure 

Before I added the money I asked about the process 

this is the message I received

Thanks for telling us you'd like a make a single payment into your pension. You can now start your payment request online.

Before you start, you'll need to make sure you've got a few pieces of information to hand such as your policy number, your National Insurance number and how much you want to pay in.

When you've got this information, you can go to reassure.co.uk/single-payment. You can then follow the instructions on screen to submit an online application for your payment.

Once you've finished the online application you'll need to send your payment to the account details provided on screen. You can also request an email acknowledgement that includes the reference number and payment information.

If there are any questions about your application once we've received it a member of our customer services team will contact you.

Once we've both received your payment and applied it to your policy, we'll send you a pack by post to confirm the changes made. This pack will include both an illustration to show how the payment could affect your policy, and your cancellation rights for if you change your mind.

but as I said the money was sent over a month ago now, nowhere in the above message did they say it could take months for it actually to happen

I have emailed them again asking what the delay is