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Still hanging on the phone

I was very interested in the article ‘Back-book causes backlog at ‘overloaded’ Windsor’ (14 February), as I have experienced the problem first-hand.

Our client is transferring the proceeds of a pension plan to Norwich Union so that he can crystallise his benefits.

The relevant papers were received by Windsor Life on 4 January 2008. The money has not been paid over to Norwich Union.

I telephoned Windsor Life on 25 January and waited over 20 minutes before I could speak to anyone. I telephoned again on February 6 and waited a further 25 minutes before I could speak to anyone.

I was told that the case would take another 10 working days to complete.

I have received today, 20 February, a letter from Windsor Life dated 14 February confirming that a cheque “will shortly be issued under separate cover”. The cheque has not, as yet, arrived at Norwich Union.

I have written a letter of complaint to Windsor Life and have advised them that I will be going back to them with details of the compensation required to cover the loss to the client when the final details are known.

Roy Pearce
Senior Pensions Adviser
KMG Financial Limited

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