I liked the woman I spoke to on the phone - don't know her name sorry. This was after I got a very confusing letter, including the sentence "you've requested a transfer value to be paid to another provider".I hadn't requested that, I had requested transfer of funds into a Flexi Draw Down Plan so I could remove a small amount of the capital for one year only. So the letter was unhelpful and made me panic. I thought my money was being sent to some other provider I didn't know about, and certainly hadn't asked for.The woman on the phone was helpful, reassuring and she said she will ask for the letter to be changed as she could see how it was confusing. She rescued the situation.Please could you review the way you word your letters in these situations?
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Royal London is a purpose-driven modern mutual, helping our customers, members and wider society protect today and invest in tomorrow. The UK’s largest mutual life insurance and pensions company. Award winning products and services.
