Rothesay Omdömen 

Following a historical issue with my Mother's spouse pension (not the fault of Rothesay), I found the service received to be very professional at all times and the issue was quickly rectified. Communication was always very clear and I received quick responses to queries. Thanks very much.

Further to my previous review I received a reply from KImberly Bar - Senior Administrator on 06/01 stating it may take four weeks to address this matter. This is not acceptable. was promised a call from admin "to assist you in logging on to your online account" I have received no such call.
The shambles continues.

Very frustrating experience so far. I’m still waiting for my final pack which should have received 2 months ago. Made so far two calls to the helpline, the first of which appears to have not been logged at all. The second one was last Thursday, I was promised a pack via first class delivery- still waiting , and the case was showing as pending allocation ( worrying !), and finally on Saturday sent an email to their complaints response which I have not even received a standard acknowledgment email over 48 hours later. What on earth is going on, could somebody at Rothesay please show that their clients mean something to them.
Absolutely dismayed.
For everybody who reads this post, you can see Nick’s response below which seems eminently reasonable if you aren’t aware that I’d already sent the details of my policy to Nick before he posted the reply. Despite the fact that Rothesay are currently running over 2 months behind their own operating schedule I’m now being told that I’ve got to wait 5 days for a complaint to be replied to by their customer service team. As a point of reference I reach my Normal Retirement day on the 7th January 2025. The clock is ticking….
JB

Rothesay have seemingly well meaning staff but the combination of arduous process and incompetent service has resulted in delay after delay. I despair. Still trying to resolve my step mothers policy transfer to my father as the beneficiary. Have raised a complaint, some of which they 'couldn't support' (!) as no records. I have the letters though, including one written to my dead mother in law in reply to my first complaint, which is just laughable. Writing this review in desperation in hope someone will actually sort this out.

18 months ago my father passed away still can't get the money they say I'm entitled to. Now given up due to its costing more money. Avoid if you can.

How many lies are you to give; My pension to be in my account on time; I was told that because of the postman on 3rd september. I called again to found out that my payment will be nearly 3 weeks after date.I then received a letter on 12th september to tell me that my bank rejected my payment, also they tell me that my tax code has changed,Its the same that have always had. I would like some form of compensation for 3 weeks with no money which i paid in

This really is an appreciation post for Nick Dowsett,after getting no where for answers on the helpline,I emailed Nick,it was later into the evening thinking it would get read in the morning,Nick emailed back and said he would look into my problem in the morning,true to his word,he got back to me,he went above and beyond to help,kept me up to date with everything,which is what you want ,he’s professional
Considerate and very prompt even got hold of his colleagues while on holiday leave,he’s definitely took the stress out of this whole process,the helpline definitely need to learn and take lessons from Nick,your definitely an accet to this company,thankyou so much.

Once again the Esplanade food is brilliant and the service is the best in town.we had friends from Liverpool and Bachrain in town and popped in for a meal, nobody was disappointed, the food was excellent, that's why we keep coming back here. As usual, Angela was running around making sure all was well. Our guests were mightily impressed 👍😁

Rothesay life are beyond a complete waste of time. I would give them minus stars for their disgraceful staff and their complaints person Nick Dowsett. For those few whom gave Rothesay a decent score, you must be the fortunate few. My advice.. anyone holding a pension with Rothesay life, take it elsewhere asap and to anyone bar Rothesay life. My friend (now sadly deceased) had reading, writing and lack of understanding difficulties and suffered with lifelong Schizophrenia and then had terminal cancer alongside other longterm health problems. He turned to Rothesay from having lost his job of 16.5 years due to a given dipixol medication withdrawl at Hallam Street Hospital, which triggered paranoia but Hallam refused to accept any liability for that or for the fact they had given my friend the wrong inection which caused my friend to be hospitalised for a weekend in Sandwell Hospital to which liability was denied there by Hallam aswell. Clearly all these disgraceful main departments stick together and having a lower dose of his schizophrenia meds caused paranoia to which he drove his 7.5 tonne vehicle at his 2 gaffers which caused him sadly the loss of his job of 16.5 years. My friend turned to Rothesay for their help and to recieve 25% of his pension (stressing him being well over 55 years old). He told Rothesay all what had happened and that he was now terminally ill with Cancer. It states in the Rothesay paperwork that should a person be terminally ill, it is at Rothesays discretion as to whether to offer help to their dying client. Despite my friend not barely being able to read, write or understand legal jargan and suffering from schizophrenia from aged 15 and with his last few years of his life being triggered by paranoia and terminal cancer, he broke down in floods of tears on the phone to Rothesay life begging Rothesay for their help, but Rothesay in return, denied him any help and offered him nothing stating he had to wait until he was retired and aged 65 to receive his pension. He told Rothesay he won't make that age and died aged 61 of terminal illness. I have submitted numerous complaints to Rothesay stressing strong discrimination and rejected terminal ill health being ignored and rejection toward a terminally ill client of Rothesay life and i even contacted the Rothesay life CEO who was completely useless and he didn't even read my complaint but directly passed my complaint right down and back to square one.. 'complaints' and Nick Dowsett. Rothesay had even disgracefully wrote to myself stating they had spoken with my friend despite my friend having been deceased months prior to this. All Rothesay did was send a quick apology and offer to send a bunch of flowers which were never sent. From much experience i have witnessed Rothesay to be one big click, much like all other major department's. I have taken the matter to the higher ups whom have sided with Rothesay and now it's heading to the Ombudsman who will most likely side with Rothesay aswell. Afterall they aren't a 6.4 billion pound company for nothing. It is an absolute disgrace how Rothesay life treated my friend in life and when he needed them most. Rothesay have also taken Prudential over for those persons out there who do not know this. Many know what Prudential caused to their once held clients and my friend was also a client of Prudential yet he did not receive the rightfully owed compensation he should have recieved from Prudential because he was not aware of what he was doing so he only got fobbed off with paid a disgraceful £875 from them for 2 mis sold policies and for Prudential having destroyed many important documents of his, by error Prudential stressed. They ripped their once held clients off badly. Now Rothesay own Prudential. I rest my case at that. Dispicable company is Rothesat and that is putting it mildly.
Note..
I would like to importantly add, that the reply back i've received from Rothesay, is one i was expecting to recieve and pretty promptly too and surprise surprise it's from Nick Dowsett in complaints himself, whom does all of Ŕothesays complaints bartering for them. If what I have said is all lies Mr Dowsett? please tell me.."did or did not Rothesay send me a letter stressing Rothesay had spoken with my friend despite him having already passed away months prior to that call?" All those concerned at Rothesay especially Ashley, Howard Bagent Scale to name but a few, let my friend down very badly when he was in dire need of Rothesay's help and support and the Rothesay CEO cannot even be bothered to look at his emails hence mine being immediately passed down to Mr Dowsett. I 100% stand by what I have said above. And to finalise.. it is Mrs Boyd to you Nick.

A big thank you to Nick Dowsett for sorting the issues and for being so professional from start to finish.

After many weeks of contacting Customer Helpline to sort my Retirement out and getting nowhere.

Thanks also goes to Luke and Ellie on this helpline who tried their upmost to assist me,

After a little hick up receiving my pension. Nick very quickly resolved the issue for me and got in touch straight away to reassure me everything was fine and I had put a wrong digit on my bank form
Thank you Nick for taking the time to look into this for me in more detail.

The 5 stars go to Mr Nick Dowsett, I would give him 10 if I could!
He replied to my email within the hour, 1 day later my problem was solved. I am forever grateful to him. Thank you Mr Dowsett.

Failed to respond to an email inquiry sent on the 15th April with two simple queries regarding my policy and a letter I had received

Speaking to Clifton today was a total utter waste of my time. His system crashing, put on hold for ages while he spoke to "admin dept".
He then failed to address the queries I had raised.

One can only hope that they are better at managing the funds than they are at communication and customer service!

10/5/2024
Thanks to the efforts of Nick Dowsett and
Alex Sangros this situation has now been fully resolved to my satisfaction.

After my last not so so good review I can now say that after a call from one of there very polite staff that my problem has been resolved very well indeed.I now realise that part of the problem was actually mine. A lovely lady from Darlington ( who sounded like Vera) helped me out with the issue. Thank you Vera.

TO ROTHESAY :I will never have words of gratitude ,so I am writing to express my sincere gratitude for the brilliant all these time since 2019 my husband Javier

Sagra Garin illness and me when he dies .i would like
thanks the months ,the
days who Mr Nick Dowsett gave all his time because my desolation haven't COMFORT and the distance far away ARGENTINA URUGUAY but it doesn't matter when there are businessmen who look at the HUMAN part in addition to having a well- worn t- shirt COMPANY .YOU ARE WITHOUT THEM THEY WILL BE SUCCESSFUL.

All my gratitude all my life foy you and blesssings for all :Mrs Sagra Mirta

PD.now I can pays my loans and have a llittle peace...since setember 2023 to january2024 I received my amount

Policy Engagement MR NICK DOWSETT and all his grupo persons had contained me in my desolation,very far living in ARGENTINA AND URUGUAY.I can' t forget when my husband told me : mi
R.Nick Dowdett: who helped with the non payments received and needs for oncologist remedies treatment made me not give up 2019 (which was issue because Bbvaes did not accept libras).MR NICK DOWSETT continue with his positive words and helped to live, more in peace and easy And told me I raised his man for his greatness and humility of great, the dedication after he dies "6 months ,"the 3 march 2024" I feel more than grateful,generosity concern and ocuppation all day during 6 months .
BLESSINGS FOR YOU
GRATULATIONS SHOW ME IS A GREAT AND THE WORD IS SACRED MILLOONS THANKS ALL.