I am trying to partially cash in a London Life policy. Applied on 12 August and still no money. The value of the investment continues to fall steadily while the company seem to be going to extreme lengths to discover every way possible of delaying any payment. It was even claimed on two occasions that they could not contact me by phone because they did not have the number, despite it being shown on the surrender application form! The latest delaying tactic is to claim that they have not received the resubmitted application, posted first class ten days ago. Very politely offered to post another to me so we can start all over again. Has any one else experienced difficulty with this firm? It used to be brilliant until first AMP then Pearl got involved. The complaints procedure appears useless, since it involves an eight week wait. By that time the investment will be worth even less. Perhaps that is what London Life is banking on. Any suggestions most welcome.

Inform them that you expect the settlement figure based on the date you applied to surrender the policy, if there is a shortfall due to their delaying tactics and they refuse to "make that loss good," caused by their inefficiency then tell them you are going to complain about their unfair treatment and request the return of your lost money to the FOS, be fully prepared carry out your promise if they still refuse.

http://www.financial-ombudsman.org.uk/