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ReAssure pensions: Have you or your clients had any negative experiences with them?

ended 22. January 2026

Have you or one of your clients had a negative experience with pension company ReAssure?

We have heard of a client who accuses it of providing completely incorrect information in writing by stating the client could take only 25% tax-free cash (c. £36,000), then later reversing that position after advice had been given and confirming the client can in fact take £114,000 tax-free cash (c. 79%). 

On top of this, there has been a prolonged delay in paying the tax-free cash, leaving the client £4,000 in debt, forced to borrow from friends, and now in serious financial distress making them vulnerable, it has been claimed.

  • Have you or one of your clients had a negative experience with pension company ReAssure? Please provide details, we will need some evidence before we go to ReAssure for comment/response.
  • Any other intel on ReAssure?
  • Any other pension providers you have had a bad experience with? Please provide details, we will need some evidence before we go to ReAssure for comment/response.

Responses by tomorrow please.

2 responses from the Newspage community

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Rob MansfieldVerified
Independent Financial Advisor at Rootes Wealth Management
ReAssure are a mixed bag. There have been times when i've ended a call, only to call back to get through to someone else. They tell you one thing and the next person may tell you something completely different. There's an element of guesswork as to which is the correct answer.

Knowledge around protected tax free cash is a big challenge. I've had instances where an administrator told me that the client couldn't have had a protected tax free cash sum as they weren't old enough to retire at A-day.. which is wildly wrong. Sadly it feels like a lot of providers are just trying to do things as cheaply as they can but with something as complicated as pensions, it's a disaster waiting to happen.
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Michael Reed0
Director at Michael Reed Wealth Management Ltd
Yes. We are currently dealing with an ongoing and serious service failure with ReAssure involving multiple pension policies.

Our recent experience includes prolonged delays, repeatedly missed deadlines, contradictory information being given by different ReAssure staff, and documentation being requested multiple times despite confirmation it had already been received. Commitments given verbally were not honoured, escalation requests were ignored, and meaningful updates were not provided.

We have submitted a formal written complaint to ReAssure, which evidences these issues and demonstrates a broader pattern of poor administration and unreliable information. While our case relates primarily to transfer and benefit processing delays, it clearly highlights the risk of client detriment where advisers and clients are forced to rely on incorrect or inconsistent information.

At present, ReAssure stands out as one of the most problematic providers we deal with