ReAssure Recenzje 32 991

Jason explained everything very clearly whilst answering my questions.

We have been lied to everytime I have rung .
Yes the payment has been made
Yes the payment has been authorised
All lies
Promises to be called back , emails promised to be sent . NOTHING .
Spoke to a manager Alfie , he (again) promised the payment would be made & that he would keep me posted by phone or email ..... never heard a thing .
I am calling from France 2/3 times a day . Just to be told more lies .
It is with the complaints side now & I will be taking this further .
Mr Brian lennon

Daniel was very helpful and gave some tips to speed the process up.

The company is a joke, I was going to transfer my existing reassure pension into a drawdown pension account within reassure. However the experience I have had with them recently is disappointing.
I made contact with them 1 month before my 55th birthday with the view to get things in place ready. That was now 2 months ago, and I still haven’t received a phone call back.
I wrote to them initially, a reply came back saying someone would get in touch, nothing happened. I have then phoned them 3 times since, (after navigating their long winded options lists, and the fact you can’t make an options choice until you have heard all the options). Each time I was told someone would phone me back, why they can’t just put me through to the department and deal with it straight away is beyond me. On one occasion they gave me the wrong advice and I ended up calling LV when it wasn’t needed.
The third time was to complain about the service, I finally got through to someone after 15 minutes on hold, they then put me on hold for 5 minutes, then said they will phone me back. I said, can you make sure they do, as this is what I am complaining about.
I still hadn’t heard anything, so I emailed them twice, giving them a deadline to phone me back, or I will report it to the ombudsman, and they missed the deadlines, and I still haven’t heard anything, not even a confirmation email of my complaint. They have my money, which is earning them money, so have the decency to look after me as a valued customer. I am now instructing another company to transfer the money from Reassure, and I am taking it to the financial ombudsman, and I would advise anyone not to use them.

In January I tried to cash in a bond held in my late mother trust fund to help fund my fathers ( who has dementia) care home fees , after being given the run around by some very in experienced operator who kept me on hold for an hour whilst he spoke twice to another department ….any way I lost the will to live and raised a complaint . This resulted in Reassure offering me an apology and compensation in March . But after such an unpleasant experience I gave up trying to get the bond sold as I didn’t want to go through their system which has more hurdles than the grand national course . I dealt with other financial institutions in the meanwhile and the experience as a whole was proffessional , quick and a pleasant experience
Anyway today I phoned reassure again feeling I might get some better treatment . First phone call was to a lady who asked questions that I didn’t understand and she hid behind data protection . After a few minutes of arguing the toss she said she could asked another question ffs. Any I passed security , she then put me on hold where the phone promptly went dead . She had my phone number but no call back !!!!
Anyway phoned again and spoke to another agent , all went well initially but had realised this guy was part of the team who put up fences at reassure . Bear in mind I told him about my fathers dementia he said their was a get around which would involve removing my father from the trust , more hurdles than. I have legal POA for my father and they have a copy of. By this time I felt thoroughly sick and distressed so ended the call politely . Another complaint raised .
Footnote , it’s easy to give these people money but trying to get it out is far from easy if not impossible .

Very helpful

Pleasant and helpful member of staff.

Not too much time waiting when I called. Straightforward & quick question and answer session to update my details.

Customer service from Tom Lovatt was superb. He was helpful, curteous and sent me the information I needed whilst on the call.

Great job!

The staff are always extremely helpful and typically provide the information I request promptly and in a friendly and professional manner.

Carl, was helpful and efficient.
no problems

Great to actually talk to someone who was willing to help and take time to answer the questions I asked.

Call was answered in a reasonable time, agent was very helpful and polite

I have spoken to various staff about withdrawing funds from my pension. Forms have not been received meaning I had to call three times in total before they were emailed to me. The forms were completed the same day but no email address was provided for me to send them back completed and the one used to send them is No Reply. Crawled all over the website and cannot find an email address to submit the forms. Really Poor

My experience with Re-Assure has been very disappointing and still not resolved. I applied for a partial withdrawal from some investment bonds back in February 2026. I completed a paper form withdrawal form which they received in the first week in March. I am now in week 11. I was told by one of the supervisors that withdrawals should be done within 10 days. I phone regularly and get told every time that the payment is ready for authorisation. The various staff members I have spoken too have been very polite and helpful but I just can’t understand why the payment hasn’t been processed. I have been told on a number of occasions that it should be sorted by the end of the day or week but these have come and gone. I will never recommend this company to anyone. Their service needs major improvement.

Zoe provided an excellent service.she was helpful knowledgeable and professional .

Carl was extremely helpful and friendly.

The person I spoke to was fantastic, really helpful and polite. I got the information I needed very quickly.