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Back-book causes backlog at ‘overloaded’ Windsor

Windsor Life has apologised after admitting its admin systems are struggling to cope with an increase in business following the transfer of Tomorrow’s pension back-book in December.

Romilly Associates IFA David Stealey says Windsor Life’s systems have been “absolutely overloaded with administrative problems”. He says some policyholders are not getting their pensions while advisers and clients have been unable to get through on phone lines.

A Windsor Life spokesman says the transfer of the back-book has been successful but the company is experiencing a “modest” backlog.

He says: “We have been experiencing an exceptionally high volume of queries from IFAs and policyholders while some of our employees are becoming more expert with the newer systems. We are using colleagues from other parts of the business to ensure we clear this backlog as quickly as possible.

“It would be inappropriate for Windsor Life to comment on any specific cases but we are sorry that complaints have proved necessary and are investigating them thoroughly according to our usual processes. We will provide appropriate redress on complaints upheld in policyholders’ favour.”


Jonathan Willcocks

M&G managing director of UK sales Jonathan Willcocks got his first taste of financial services in the booming 1980s during a break from his medical studies.

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Childcare - thumbnail

Three questions for employers…

The Family and Childcare Trust’s annual survey has been widely reported in the media and the two headline figures were these: the average cost of a nursery place for a child under two has risen by 33 per cent since 2010; and the costs have risen by five per cent in a single year.


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