Windsor Life said it received my �5,000 pension payment. So why isn't the money in my pension pot?
I have a "with-profits" pension plan with Windsor Life. In April 2008 I applied to increase my monthly payments and to make a one-off payment of �5,000. Windsor Life acknowledged by letter that they had received the �5,000, but this money has never appeared on any subsequent statements. I inquired as to the whereabouts of my money last November but, despite being told it was being investigated, have heard nothing. I have no idea whether this money is contributing to my pension or not. JA, London
Windsor Life is not new to these pages. Back in 2008 we reported that the company's systems went into meltdown leaving many pensioners without their promised payments. The problem stemmed from a new computer system. Unfortunately for you, your �5,000 cheque appears to have arrived in the middle of this mess. However, you would have thought the company would have sorted it all out by now. After we raised your case it quickly located your money.
"Windsor Life would like to unreservedly apologise for any inconvenience suffered by JP as a result of our service, which was not up to the high standards we aim for," it says. The company is now going to send you a revised annual statement which includes the additional lump sum, as well as an endorsement. It will also send you a generous sum of compensation, which it hopes will restore you faith in Windsor Life.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
Source: http://www.guardian.co.uk/money/2011/feb/19/pension-cheque-windsor-life
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