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.”