When my husband was recognized with a terminal sickness, we determined to consolidate our varied pensions so I'd solely have one supplier to take care of after his loss of life. Since December, he’s been attempting to switch a pension pot from Phoenix Life to Nest. Nest confirmed it had contacted Phoenix, however that, frighteningly, Phoenix had no file of his coverage. He resent the data to Nest, nevertheless it once more mentioned Phoenix had no file. Phoenix in flip denies receiving any requests and requires us to show that they had been made. My husband’s aggressive most cancers has given him little time to get his affairs so as, and that is his closing act to try to take care of me. However there’s been not a shred of empathy nor inclination to assist.
JB, Nottingham
Earlier than I may intervene, your husband’s insurance policies had been lastly recognized and the switch accomplished. Each firms continued in charge one another for the three-month ordeal, and you continue to wished solutions as to why you had been induced such unnecessary anguish. Thus started one other month-long saga. Nest insisted it offered Phoenix with the required data in December and January. Phoenix claimed each contained incorrect data, so had been rejected.
Within the meantime, your husband sadly died, so I attempted once more to wrest the details from each firms and bought them to speak immediately with one another. Solely then, after 5 weeks’ toing and froing, did Nest uncover it was at fault all alongside. Workers had despatched the 2 switch requests to the incorrect supplier throughout the Phoenix group. Phoenix offered appropriate particulars however Nest didn't resubmit the request. As a substitute, Nest wrote to your husband, lower than three weeks earlier than his loss of life, to tell him Phoenix had no file of his pension coverage.
It was Phoenix which, after you referred to as it and defined the circumstances, contacted Nest and urged it to make the request. The funds had been transferred 5 days later.
Nest has pledged to supply acceptable compensation. David Barnes, Nest’s director of scheme operations, says: “We're deeply sorry for the misery this has induced and share our apologies unreservedly; this was the results of human error in our back-office workforce. It falls far in need of the excessive requirements of customer support we search to supply. “Nest is an organisation which goals to hear and be taught from its experiences with members. We’ll be working with our workforce to make sure this doesn't occur once more.”
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