Not upheld: pension payment tracing and customer service failure complaint against ReAssure Limited

Decision detail

Summary

Mr K complained that ReAssure failed to provide appropriate assistance when he could not trace a pension payment made in January 2025. ReAssure initially provided conflicting information about the payment date but subsequently verified with Mr K's bank that the payment had been received on 23 January 2025. Mr K provided a redacted bank statement suggesting non-receipt, but ReAssure's investigation and the FOS's direct contact with Mr K's bank confirmed the payment was received and Mr K had spent the funds. The ombudsman found that ReAssure had dealt with the enquiry fairly by providing sufficient evidence of payment and directing Mr K to his bank, and that Mr K had himself acknowledged receiving the funds in January 2025 communications. No compensation was awarded as the ombudsman found ReAssure's response to be reasonable and fair.

The Ombudsman's reasoning

The ombudsman found that ReAssure had made the pension payment on 23 January 2025 and that Mr K's bank had confirmed receipt. The ombudsman noted that Mr K had himself acknowledged receiving the funds in January 2025 communications. While ReAssure initially provided conflicting information about payment dates, it subsequently provided sufficient evidence of payment through bank confirmation. The ombudsman considered that ReAssure was not obliged to provide the underlying bank confirmation letter itself, as the screenshot of correspondence was sufficient. The ombudsman found it reasonable for ReAssure to direct Mr K to his bank for further assistance and noted that Mr K did not pursue the matter with his bank. The ombudsman concluded that ReAssure had dealt with the enquiry fairly and that Mr K should have contacted his bank directly rather than continuing to escalate with ReAssure.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website