I had to constantly chase the progress of my case and push them to chase the provider. Upon completion, I left very clear instructions that the money was not to be invested until I instructed them to do so. Inspite of this, they instructed the money to be invested at a time I did not want and into a fund I did not want. I then had to make a complaint for this to be resolved and I am still awaiting confirmation that I have not been financially disadvantaged.
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