I only wish that I had read the comments on this forum before I began my journey, in Feb, for which I received my 25% tax free lump sum 6 months later! I had to go to the US to look after my dying father. As others have stated, you cannot leave a foreign phone number or postal code on any of their forms. One of my two pensions had not mailed me a statement for three years - the same pension that was 'redesigning their internet platform for MONTHS! I sent screen shots of the 3 times I was on hold in excess of 1 hour waiting for answer and like so many other complainants, I was met with wrong departments, transfers, wholly incorrect information was contradicted previous call instructions. I am going to transfer out my remaining money and put it somewhere else. I too lost money because I could not cash it out when I requested and the fund further devalued during my waiting period. I filed three separate complaints with their customer service and never once had a reply. I finally went to the Ombusdman. Scottish Widows did not comply with the notice period even after being warned by the Ombudsmen. Yesterday, i received 3 bank transfers into my account from SW. I have no idea what the funds represent: their error in calculation? remuneration? penalty levied on them from the Ombusdman? So even when it would appear they are trying to compensate me for their incompetence, I still have not received an apology or explanation for anything I endured. Lesson learned? The pretty widow's face and cape is just mutton dressed as lamb. They put all their money in Marketing and not into customer service. Horrible horrible experience. I am 58 and hand on heart, this was the worst-ever customer service experience I have known. This company should be forced to close, I doubt it will be around long anyway when managed in this way.