Louise Somerville Williams wrote to Windsor Life on February 8 requesting information about her mother’s annuity that was needed to put her estate in order after she passed away in January.
She says: “I got back a very casual letter which did not answer any of my questions. It simply said: ‘We will be in touch with you if we need to’.”
Somerville Williams wrote another letter which went unanswered. Her brother followed it up with a phone call which was put through to a callback service, which never responded. She eventually received the information over the phone earlier this month.
A Windsor Life spokesman says: “The backlog is being addressed actively and we are pleased to report that significant progress has been made in reducing it.
“We have at all times treated this problem extremely seriously and apologise to customers who have been affected by these problems.”