Has anyone had any experiences with ReAssure?

F00tsie

To continue with my comments:
Called in Janury to see if my registerred letter had arrived and was told yes, and the application for payment accepted on 31st January and payment would be in 10-15 working days (unbelievable in this day of electronic transfer).  On 18 Feb called and was told that payment had been made on 17th.  It wasn't.  So complained on Feb 20th, and was told it had been approved and would be paid within 5 days.  It wasn't.  Today's response was that the first payment hadn't gone through (was rejected - I ask you!!!).  It was being paid today (26th Febauary - but no!  
Told that it would be there Friday.
What else can I do?  I have given abysmal reports on Trustpilot, written to Watchdog who say they need more complaints about Reassure to start an investigation.  The Financial Ombudsman process is quite structured and in their website it is not clear if a verbal complaint counts towards "making an initial complaint against the company".
Only after 8 weeks - if I read the site correctly is any matter pursued.

I am at a loss.  Really need my money and to transfer away from this disgraceful company.

Daphnesams

I have a small pension which was transferred to Reassure. The company has said it has all the information/paperwork it needs, but is still delaying making any payments. It must be the most incompetent organisation I have ever dealt with. Enquiries result in receiving duplicate forms with no instructions on how to proceed. People need to ring up to find out anything. Call handlers are generally pleasant, but they don't seem to know what's going on because they always put you on hold and consult somebody else. All I want is my money!!!

mikecc3658

I am also stuck in a loop of obtuse, unhelpful and slow replies from Reassure while trying to reassign a joint -life policy from my late mother's estate which has now been dragging on for months, despite the involvement of both a solicitor and an IFA. What makes it so bad is that my mother also had an essentially identical policy with the Prudential which was dealt with in a matter of days. Reassure staff appear to lack the competence and confidence to make any decisions. It is infuriating. 

Yorkie1

mikecc3658 said:

I am also stuck in a loop of obtuse, unhelpful and slow replies from Reassure while trying to reassign a joint -life policy from my late mother's estate which has now been dragging on for months, despite the involvement of both a solicitor and an IFA. What makes it so bad is that my mother also had an essentially identical policy with the Prudential which was dealt with in a matter of days. Reassure staff appear to lack the competence and confidence to make any decisions. It is infuriating. 

My mother's solicitors had to make two formal complaints in the end to get them to remove old trustees from a policy and replace with new ones. Absolute nightmare

grimsalve

I had an old Legal & General pension that was transferred to ReAssure back in 2020. I wasn't happy with the service I got from ReAssure so I moved my pension to Fidelity shortly after.

rpellen

i agrre they are the worst pension company to deal with at the time my dad was dying  and they kept sending me the wrong info wrong phone numbers not getting back to my emails and sending me from one dept to another and even when i spoke to the same person again given different info and  each time i spoke to anyone i told my dad was dying and didnt need the extra stress,all they care about  is taking your money  .i raised a compaint  they up held it but thought a sorry was good enough

Traybee70

Reassure are a very frustrating company to deal with. I only wanted 25 % tax free lump sum. My initial call was in January this year and they said 10 working days once they have all docs. I have been told every time they want something else it's " you'll receive your funds in 10 working days" it's now been almost 3 months! ALWAYS pushing back. Never any confirmation when sending the docs they need. I was even told they would delete my @Trustpilot review! Once this ordeal is over I'm going to transfere to a better company.

thenudeone

Reassure has dreadful customer.service.

I've been waiting a month since they confirmed they had all the required paperwork for a withdrawal, and have approved the payment, but still haven't actually made the payment and can't explain why they haven't done so, despite numerous phone calls.

Are they in financial difficulty?

thenudeone

They were the most complained about form in their category in 2022, and little seems to have changed https://www.moneymarketing.co.uk/news/reassure-is-the-most-complained-against-life-pensions-firm/

https://www.ftadviser.com/content/45423c73-7380-58a4-a991-53e4926c3786