Review Time
this five star is molly who handled my case after it was completely messed up. She has been an absolute gem and she has given 100% customer service. I have raised a complaint about the service before I spoke to her and she has helped me get a positive outcome, thank you, molly
Surprisingly my call was answered within a minute and the lady I was dealing with was very helpful and efficient at handling my query. It restores your faith in humanity when you get to speak to a call handler who conversed with me in a lovely manner and guided me through the process in a way that made it much less of a challenge.
Again if I could give zero I would. They are completely incompetent! Obstructive and delaying tactics, and then incorrect responses to old documents sent that have been superseded!
****STEER CLEAR OF THIS SERVICE**** This deserves no stars, AVOID AVOID AVOID. Do yourself a favor and stash your money away instead of trusting the company. They are behaving unethically by failing to return customers' funds, with daily complaints being reported. There are inconsistencies between the complaints department and customer service, with refusals to escalate issues, followed by promises of same-day transfers that never happen. It's been 10 days since the transfer was initiated, and the delays continue. Check the complaints below, consider reporting to the financial ombudsman, but do not invest your money with this service; you will regret it!
We submitted a request to withdraw funds from the service where we hold a bond, hoping to secure some money for the children during the holiday season. After two weeks, we called and were informed that the forms had not been received, despite being mailed via first class. A representative mentioned that the forms might have arrived but were not passed to the processing team. We re-sent the same forms online on December 30, 2025, along with the necessary approvals for the transfer. When we followed up in early January 2026, the transfer still hadn't occurred. We continued to reach out weekly, only to hear the same response: "We have escalated this issue to our Management, and we sincerely apologize for the delay." Today, we received yet another identical response. I requested to speak with a manager, but access was denied. This situation has left us extremely disappointed, as it is taking an unreasonable amount of time to access our own funds without any clear explanation for the delays.
The agent I spoke with was fantastic and even called me back later, which I appreciated. However, the service I have received from the company has been lacking, as they are still withholding funds that are due almost a year later.
If I could rate lower than one star, I would. While the agents are friendly and attempt to assist, the company shows no sense of urgency in handling transfer requests. They miss their own deadlines, request information in bits and pieces, and fail to follow up as promised. The issues are endless. I am thoroughly disappointed and cannot recommend them.
This organization is utterly ineffective. I have been attempting for over six months to secure a tax-free payment. They eventually processed the payment, but now there are missing funds amounting to £9k. No one can provide any information on where the missing money has gone. AVOID THIS ORGANIZATION!
The representative in the call center was outstanding. I happened to speak with her on two different occasions, and each time she assisted me in resolving a complicated situation I had created. She is extremely friendly, supportive, and efficient. Thank you for the excellent service!
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ReAssure is a leading closed book consolidator of life and pension business.
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