Have had a claim on a bereavement policy closed twice because of the inability of Royal London to understand the documents that I have sent... Have had a claim on a bereavement policy closed twice because of the inability of Royal London to understand the documents that I have sent to them. I have submitted a complaint through their complaints team and have had very little response from them. I wont ever use them again. Read more Read less

Trying to access my pensions which was originally with Abbey National then went over to these idiots,ive sent all my id off and I'm not... Trying to access my pensions which was originally with Abbey National then went over to these idiots,ive sent all my id off and I'm not getting anywhere i keep getting bounced around saying we will transfer you to the right department,this has been going on for a month,and I'm still waiting for my money,they need to be investigated by the FCA AND BANKING ONBUDSMEN Read more Read less

I spoke to Royal London “customer services” on 21st February 2025 as I was having problems accessing my account via the app. I kept getting... I spoke to Royal London “customer services” on 21st February 2025 as I was having problems accessing my account via the app. I kept getting a code GPLCTE please retry. On Monday 24th February I received an email stating that a report had been sent to IT Support today(which was 4 days after I raised the complaint)for them to respond. On Tuesday 25th February I sent another email to the customer services representative who appeared to be handling the case as I had not had any response from IT Support. I received no response to that email. I have written another email today. Just as an aside, the representative I am emailing to signs herself as “Customer Service Coach-Group Pensions Servicing”. !!!!! Read more Read less

Royal London provided all the answers I needed regarding my pension. If they couldn't address a query, they connected me with someone who could. I... Royal London provided all the answers I needed regarding my pension. If they couldn't address a query, they connected me with someone who could. I was very grateful for their help and excellent customer service. Rather than telling me someone would contact me later, they resolved the issue on the spot. Read more Read less

Really easy and professional to deal with, excellent growth and first class communication

Made a Claim for Death benefits on my friends pension. I held power of attorney as he had no family. Have been given so many... Made a Claim for Death benefits on my friends pension. I held power of attorney as he had no family. Have been given so many different excuses iver the last 7 months. Mainly reasons that contradic their own website. Idecided to post my experience here and hope the " customer relations " team look into ref Cr-229736. They seem to be very interested in complaints when people feel the need to vent on a review site! Read more Read less

This company is a disgrace and clearly employs internal policies (which they won't share) to hold onto people's money. My father recently past away and... This company is a disgrace and clearly employs internal policies (which they won't share) to hold onto people's money. My father recently past away and had a life assurance policy which when I initially contact Royal London on the 3rd of Jan was told due to the type of product it wouldn't need Grant of Probate to pay out. I then submitted a signed will and death certificate as required legally for it to be released. Today (7th of Jan) I received an email stating they can't progress the claim as they need a Grant of Probate?? no explanation as to why. So after calling and requesting a call back I had a conversation with one of the breavement team who said in summary that they can't pay out due to the amount and that Royal London has "thresholds" that if the value is say one pound over the threshold they won't pay out even though all legal documentation has been given. So for example Royal London as I was told will pay out anything upto £100k without a is Grant of Probate but if you go one pound over the £100k you will need G of P! How ridiculous is that. They have no legal basis to hold onto the money but they have their internal thresholds to hold out paying! So in summary Royal London have no legal basis to hold onto money which is now owed to my family they do have their "thresholds" which has no legal basis whatsoever. This is clearly a way for Royal London to hold onto a deceased persons money as long as possible which is a disgrace! Also on the 7th the bereavement advisor "Josh" said he would send me an email that day covering the points discussed and stating they would let pay put due to thresholds and that they wouldn't share the documents. Guess what??? I didn't get that email ! Update as of the 13th after speak to a errmm so called Customer Relations case consultant who I must say was particularly rude and constantly interrupted me and talked over me! I explained in detail what had happened she then sent a response and wow she clearly wasn't listening very well and after playing email tennis the following day it was only when I phoned her she admitted she'd made a mistake. So multiple customer service failures on Royal Londons part which will be sent to the Ombudsman. Just incompetence at its finest.... Read more Read less

Got the insurance over a year ago. Tried to talk to them today,first someone answered and hung up on me.After tried again about half an... Got the insurance over a year ago. Tried to talk to them today,first someone answered and hung up on me.After tried again about half an hour no one answered the call.To sell me insurance and get money from me they contacted me numerous times.Now when I want to talk to someone of them no one answered the phone. So going to cancel my direct debit. Read more Read less

Just given the run around trying to claim on deceased pension I was named as beneficiary not happening