An elderly relative of mine has a financial advisor who is ready to help her with her pension. A letter of authority was completed and sent back to Royal London on more than one occasion. Yet when the financial advisor called in, they repeatedly refused to give him the information he asked for. Despite jumping through all of their hoops, there was always some new issue. Eventually, the financial advisor got fed up. After several months of getting nowhere. First contact was July 2023, and up until now the original issue has not been resolved. We now get the feeling Royal London is purposely making it impossible to get the information needed.

I called up Royal London on behalf of the above-mentioned relative to try to get PDF copies of all of her policies email to her. Royal London emailed a copy of one of them, but the remaining ones were managed by a different department. After contacting them today, they said it would take 10 weeks, yes, 10 whole weeks, to email or post a copy of her policies managed in that department. Reason? Some calculations need to be done and it usually takes this long they say.

Their customer service is just terrible and my relative is planning to transfer all of her pensions to another provider. It's just shocking that in 2024, a company is telling a customer that she needs to wait 10 weeks to get a copy of her policy. They also sent her an email a few days ago about a new portal she could log into to see her policies, yet when she activated her account and logged in, her pension policies were no where to be seen.