Has anyone had any experiences with ReAssure?

DairyQueen

My brother died in April. Reassure managed a legacy pension of his. They administered the payout to his estate quickly and efficiently. No issues for us at all.

dunstonh

That’ s the thing, we didn’t actually complain as such we just said we were going to take it further as the handling has been terrible and when we contacted them again about something (probably something like one person said one thing, the next person contradicted them) we found out a complaint had already been registered which threw us and when we asked what it was about they couldn’t tell us and then this morning a letter from ReAssure arrived acknowledging that a complaint had been filed alongside a leaflet explaining the complaint’s procedure. 

Based on what you have said, they have correctly registered a complaint.

This is what I mean about ReAssure saying they have stuff we haven’t sent and then saying they don’t have the stuff we sent that was sent by recorded delivery and the tracking shows it’s been delivered and signed for, we just keep getting told different things each time and nobody seems to be able to get their story straight.

its worth noting a couple of things about recorded delivery.  
1) if its a PO Box, it wont work.
2) postman usually self sign recorded deliveries.  Not a staff member.

Pitcaple

ReAssure are the worst pensions company ever.
Awarded a pension sharing agreement following divorce, given court order, they still have not transferred the money despite acknowledging that all correct legal paperwork is in place.  That was over a year ago.
Lodged 4 official complaints, solicitors letters etc. Always fobbed off with their usual phrase "someone from our escalation team will contact you within 72 hours", they never have.
Impossible to speak with anyone from ReAssure. Tried X/twitter, just got fobbed off again. 
Have tried the pensions ombudsman who sympathise but have a very long waiting list so it won't get resolved anytime soon. 

ali_bear

I had a Legal and General pension fund that got transferred to Reassure as part of some arrangement between the companies (not exactly sure of the history but these things happen). It sat there a while then I transferred it into my main pension. The transfer out went ahead quickly and without fuss. 

xylophone

You have lodged four official complaints.

What exactly is the reason given (in writing presumably) for the failure to release your funds?

They_are_muppets

dunstonh said:

That’ s the thing, we didn’t actually complain as such we just said we were going to take it further as the handling has been terrible and when we contacted them again about something (probably something like one person said one thing, the next person contradicted them) we found out a complaint had already been registered which threw us and when we asked what it was about they couldn’t tell us and then this morning a letter from ReAssure arrived acknowledging that a complaint had been filed alongside a leaflet explaining the complaint’s procedure. 

Based on what you have said, they have correctly registered a complaint.

This is what I mean about ReAssure saying they have stuff we haven’t sent and then saying they don’t have the stuff we sent that was sent by recorded delivery and the tracking shows it’s been delivered and signed for, we just keep getting told different things each time and nobody seems to be able to get their story straight.

its worth noting a couple of things about recorded delivery.  
1) if its a PO Box, it wont work.
2) postman usually self sign recorded deliveries.  Not a staff member.

So am i right in thinking, what you are saying dunstonh is in effect they  "being ReAssure" have the right to take away your rights to register or not register a complaint ? or say I want to complain? ,and have based that complaint (that they ReAssure have Registered) on what they class as a complaint and not on your rights to complain based on what you have said briefly in your disccusion or email or may want to complain about without an explanation from themselves on what your discussion or lettet/email contained, ? and that anytime you have a conversation or send an email to them you dont know if they are going to register a complaint about what you have said ??

dunstonh

They_are_muppets said:

dunstonh said:

That’ s the thing, we didn’t actually complain as such we just said we were going to take it further as the handling has been terrible and when we contacted them again about something (probably something like one person said one thing, the next person contradicted them) we found out a complaint had already been registered which threw us and when we asked what it was about they couldn’t tell us and then this morning a letter from ReAssure arrived acknowledging that a complaint had been filed alongside a leaflet explaining the complaint’s procedure. 

Based on what you have said, they have correctly registered a complaint.

This is what I mean about ReAssure saying they have stuff we haven’t sent and then saying they don’t have the stuff we sent that was sent by recorded delivery and the tracking shows it’s been delivered and signed for, we just keep getting told different things each time and nobody seems to be able to get their story straight.

its worth noting a couple of things about recorded delivery.  
1) if its a PO Box, it wont work.
2) postman usually self sign recorded deliveries.  Not a staff member.

So am i right in thinking, what you are saying dunstonh is in effect they  "being ReAssure" have the right to take away your rights to register or not register a complaint ? or say I want to complain? ,and have based that complaint (that they ReAssure have Registered) on what they class as a complaint and not on your rights to complain based on what you have said briefly in your disccusion or email or may want to complain about without an explanation from themselves on what your discussion or lettet/email contained, ? and that anytime you have a conversation or send an email to them you dont know if they are going to register a complaint about what you have said ??

If the call centre worker thinks you have said something that expresses dissatisfaction and it is not something they can resolve immediately (e.g. misunderstanding that an explanation could cover to your satisfaction) then they will refer it to their complaints team.    They don't require you to say "i want to complain".

You have the right to complain, but they have the right to refer an expression of dissatisfaction to their complaints team.

They_are_muppets

dunstonh said:

They_are_muppets said:

dunstonh said:

That’ s the thing, we didn’t actually complain as such we just said we were going to take it further as the handling has been terrible and when we contacted them again about something (probably something like one person said one thing, the next person contradicted them) we found out a complaint had already been registered which threw us and when we asked what it was about they couldn’t tell us and then this morning a letter from ReAssure arrived acknowledging that a complaint had been filed alongside a leaflet explaining the complaint’s procedure. 

Based on what you have said, they have correctly registered a complaint.

This is what I mean about ReAssure saying they have stuff we haven’t sent and then saying they don’t have the stuff we sent that was sent by recorded delivery and the tracking shows it’s been delivered and signed for, we just keep getting told different things each time and nobody seems to be able to get their story straight.

its worth noting a couple of things about recorded delivery.  
1) if its a PO Box, it wont work.
2) postman usually self sign recorded deliveries.  Not a staff member.

So am i right in thinking, what you are saying dunstonh is in effect they  "being ReAssure" have the right to take away your rights to register or not register a complaint ? or say I want to complain? ,and have based that complaint (that they ReAssure have Registered) on what they class as a complaint and not on your rights to complain based on what you have said briefly in your disccusion or email or may want to complain about,? without an explanation from themselves on what your discussion or lettet/email contained, ? and that anytime you have a conversation or send an email to them you dont know if they are going to register a complaint about what you have said ??

If the call centre worker thinks you have said something that expresses dissatisfaction and it is not something they can resolve immediately (e.g. misunderstanding that an explanation could cover to your satisfaction) then they will refer it to their complaints team.    They don't require you to say "i want to complain".

You have the right to complain, but they have the right to refer an expression of dissatisfaction to their complaints team.

dunstonh said:

They_are_muppets said:

dunstonh said:

That’ s the thing, we didn’t actually complain as such we just said we were going to take it further as the handling has been terrible and when we contacted them again about something (probably something like one person said one thing, the next person contradicted them) we found out a complaint had already been registered which threw us and when we asked what it was about they couldn’t tell us and then this morning a letter from ReAssure arrived acknowledging that a complaint had been filed alongside a leaflet explaining the complaint’s procedure. 

Based on what you have said, they have correctly registered a complaint.

This is what I mean about ReAssure saying they have stuff we haven’t sent and then saying they don’t have the stuff we sent that was sent by recorded delivery and the tracking shows it’s been delivered and signed for, we just keep getting told different things each time and nobody seems to be able to get their story straight.

its worth noting a couple of things about recorded delivery.  
1) if its a PO Box, it wont work.
2) postman usually self sign recorded deliveries.  Not a staff member.

So am i right in thinking, what you are saying dunstonh is in effect they  "being ReAssure" have the right to take away your rights to register or not register a complaint ? or say I want to complain? ,and have based that complaint (that they ReAssure have Registered) on what they class as a complaint and not on your rights to complain based on what you have said briefly in your disccusion or email or may want to complain about without an explanation from themselves on what your discussion or lettet/email contained, ? and that anytime you have a conversation or send an email to them you dont know if they are going to register a complaint about what you have said ??

If the call centre worker thinks you have said something that expresses dissatisfaction and it is not something they can resolve immediately (e.g. misunderstanding that an explanation could cover to your satisfaction) then they will refer it to their complaints team.    They don't require you to say "i want to complain".

You have the right to complain, but they have the right to refer an expression of dissatisfaction to their complaints team.

so that then in effect is their complaint and not yours as they are the ones who have raised it. They never asked you if you want to complain  , they never told you they were going to raise a complaint on your behalf , and is therefore based on the individual person whom you spoke to and what they class as a complaint and not what you would class as a complaint.Which in turn gives them carte blanche over what they class as a complaint and what you can complain about.
Therefore your right to specifically register a complaint has been taken away from you and would be based on what the individual person you spoke to decided on what they class as a complaint and that could be different from one person to the next ? which is dependent on how that person you speak to interprets your conversation.
Which in turn would mean that once they raise a complaint which they say because you asked or said something that that individual person classed as being dissatisfied,
You have no right to object to them saying you have raised a complain. which would mean then that they could then say in the next letter to you what they want and say that is there final response and therefore you have 6 months to complain to the ombudsman against their decision. you then have to go to the ombudsman to get a response to a complaint that you did not raised but someonce else done without your knowledge, but once you contact the ombudsman their wait time for an adjudicator is 12 month which obviouly those who raised the complaint know and hope that by the time it come round to their complaint (which they raised being investigated) they hope you have give up  and as this statement says .(New research by IEA Head of Regulatory Affairs Victoria Hewson has been reported in The Times. Victoria’s new paper suggests that the Financial Ombudsman Service (FOS) is unfit for purpose and “acts against the interests of consumers as a whole”.) I Havent seen anything new to suggest they have gotten any better. but it appears those who register a complaint without your consent know this and that their complaint which they raised without your knowledge untill you got the final response from them will be kicked into touch by the FOS.
so the financial institution cover their backs by saying it was addressed in the complaint you raised(when it was in effect  raised by their employee you spoke to ) and whilst you may not have raised the complaint you have to suffer the conclusion of that complaint which you did not raise in the first place .Sounds to me a bit like the start of a dictatorship from those in the legal and government quarter, espcially as someone else can raises a complaint and blame it on you . 

dunstonh

so that then in effect is their complaint and not yours as they are the ones who have raised it.

Your dissatisfaction makes it your complaint.  If you didn't express any dissatisfaction, they wouldn't need to raise it.

Which in turn gives them carte blanche over what they class as a complaint and what you can complain about.

They make a judgment call based on your discussion in accordance with the FCA requirements.

Therefore, your right to specifically register a complaint has been taken away from you and would be based on what the individual person you spoke to decided on what they class as a complaint, and that could be different from one person to the next.

That is a pointless argument to make.

You have no right to object to them saying you have raised a complain.

Yes you do.  You can withdraw a complaint at any time upto their final response.

which would mean then that they could then say in the next letter to you what they want and say that is there final response and therefore you have 6 months to complain to the ombudsman against their decision. you then have to go to the ombudsman to get a response to a complaint that you did not raised but someonce else done without your knowledge, 

Why would you go to the FOS if you never wanted the complaint?

but once you contact the ombudsman their wait time for an adjudicator is 12 month which obviouly those who raised the complaint know and hope that by the time it come round to their complaint (which they raised being investigated) they hope you have give up  and as this statement says .

Average adjudicator time on simple complaints is much shorter.    Putting aside the daftness of referring a complaint to the FOS on an issue you didnt want to complain about, why would you then give up and withdraw the complaint?  (withdrawing it is the only way to stop the adjudicator at that stage)

(New research by IEA Head of Regulatory Affairs Victoria Hewson has been reported in The Times. Victoria’s new paper suggests that the Financial Ombudsman Service (FOS) is unfit for purpose and “acts against the interests of consumers as a whole”.) 

It is not new.  It was written in 2021 whilst the FOS was suffering massive issues over Covid, PPI referrals and claims companies overloading the system with bogus complaints.  It was also an opinion piece with its main issues being whether the FOS provides value for money or can act at sufficient speed.   

The FOS is not there to act in the interest of the consumers as a whole.   It is an independent arbiter of complaints.  It should not show bias in either direction.

F00tsie

I sympathise with Pitcaple
I have a capped drawdown pension with Reassure and although it has been difficult to get payments in previous years, the latest request was instigated in October 2024 and I still have not received my money.  
First request by phone - waited for forms 1 month. was given incorrect information on the amount I could be paid, I changed it so another form sent - took another 3 weeks.   Since then I have had numerous conversations and requests for payment.  Excuses made, (they didn't have bank details - incorrect, but they sent a form without bank details option first time), then incorrect information on amount was entered.  By this time the amount available had changed so I requested more - start again.
Christmas was fast approaching.  I submitted a 1 star Trustpilot report and actually got a phone call from Linda who said she would sort it out, but needed more information - bank details. Another form sent by them on secure messaging.  
Each time I call I get another person who apologises , promises to either call back or sort this out - Never do.
I received in January a letter dated 24th November with prefilled in forms quoting the original sum requested at the beginning.
Sent registered letters twice - no acknowledgment.  
Called