I now live in Canada my wife died last year. I wrote to them and asked for it to be sent to me. it should have been done in a matter of a week or two It took months. they said they could not wire the money because my bank account in Canada should have 16 digits. Other pension provider had no problem wiring the money; incredible that any financial institution should have a problem -- but they are a subsidiary of Lloyds bank! So they then sent a cheque, by ordinary mail, and my bank put a hold on it for over a month. Took way too long so I complained to the Ombudsman. The Ombudsman can award compensation for distress etc, interest at 8%, and any loss because of the delay. So do not just complain to SW follow up to the Ombudsman. I suggest you give them 2 weeks to complete your request. Then file a complaint and if they do not respond to complaint within 8 weeks file complaint with Ombudsman.