ReAssureAnmeldelser 

Took 2 months to withdraw from my pension - had to telephone 3 times to move things forward when their internal workflows stalled waiting for information already provided. Poor customer service. Raised a complaint - have to wait 8 weeks for a responses

Awful customer service - constantly move you to different departments to "help" but no one actually does anything.
I decided to move my pension away from them - if this is how they deal with queries now, imagine when you are much older.
It's taken 6 months for them to update a new address & then transfer my pension.

AVOID LIKE THE PLAGUE.

The staff who answer the telephones are usually fairly competent, although it an take 30 minutes for them to answer. However the back office seems to be a complete shambles. I keep having to ring them up because they keep making elementary mistakes. Over four weeks to change investments?

Reassure are listed as one of the worst pension providers in the UK for good reason.
It would take to long to list in detail our Reassure experience, but here is a brief synopsis.
1. We requested a large amount of money 7 weeks ago. After not receiving this after a few weeks we started chasing and after many phone calls made a formal complaint and was appointed Kay Rainbow to look into the issue. After weeks more of trying to resolve the matter she has never bothered to contact us. Finally we were told the money had been paid into the same account that Reassure had paid money into before. Days later it still has not been received by our bank and Reassure are saying it will take another 10 days to locate the funds.

2. We asked for a valuation of our policy that when received via email was double what it should have been. After contacting them to tell them of the error they said they would send another valuation out to us.

3. After taking money at an earlier date, Reassure sent out a Chargeable Event Certificate which again was totally wrong and despite asking repeatedly for a revised certificate one has not been sent.

The front line staff when you speak to them are very pleasant, but lack in depth knowledge of the products their company is selling and will not allow you to speak to a senior member of staff or the complaints team.
They say the will elevate the matter, but i can assure you this has no effect whatsoever.

Due to tax restrictions we cannot remove all of the money from our policy immediately, otherwise this would certainly be something i would do.

The whole process is incredibly frustrating and when you feel that the company entrusted with your money is not only incompetent but also will do nothing to assist you it becomes deeply worrying.

The gentleman I spoke to today was a very pleasant and reassuring person.
Unfortunately as mentioned on a previous request to leave a rating on this site. ReAssure have had a substantial amount of my money (their error) for nearly 5 weeks and it still hasn't been returned to my policy, despite numerous phone conversations I'm still unsure when this money will be returned to my policy. However they have confirmed the investment return will be back dated. I'll believe that when it happens.

Such a simple process, yet I felt informed throughout.

This company have been an absolute nightmare to deal with

I have been trying to transfer my pension to a new provider and they have been awful to deal with

Refusing to transfer my pension, I’ve had to wait days and days on end each time for a response, and the responses haven’t even been helpful

I would think twice before using ReAssure for anything

It has been extremely frustrating to get accurate information about my accounts

Debbie was an excellent communicator and took me through step by step.Would highly recommend

Very helpful, good explanations, knew her subject well. Very impressed

As an attorney dealing with my father’s policy I had concerns about providing sufficient I.D. for him. The person I spoke to was hugely helpful and set my mind at rest with alternative solutions to the problem.

Jamie was amazing!!! So helpful!!! 100 stars!✨

Spoke to Rollo Sheridan on the support team - he was extremely polite and addressed my issues without any fuss, straight to the point and gave me complete details of the issues I had, and how to go about resolving them.

Great customer service!
I Had my query dealt with first time. knowledge and professionalism.

Madison was very helpful and courteous. Highly satisfied with her service.

Micky was thorough, patient and extremely helpful and knowledgeable. A very refreshing change to experiences I have had in the past with other companies.
Thank you Micky

Answered my query succinctly and promptly

Quick and extremely helpful Georgia was marvellous 🤩

Rollo was very patient and helpful and led me through the steps to ask for a partial surrender on my policy.
Reassure is a professional company.