Formal Complaint Regarding Inadequate Service and Unresolved Claim

I am writing to formally express my deep dissatisfaction and frustration with the disgraceful service I have received from both Alexander Forbes and the Investigating Consultant and Trustee Services (ICTS) — the company appointed to investigate my late father’s pension fund claim.

It has now been over eight months since I submitted my claim, and to date, it has still not been resolved. The handling of this matter has been appalling. Both Alexander Forbes and ICTS have demonstrated poor communication, a lack of professionalism, and utter disregard for my concerns and the wishes of my late father.

ICTS has clearly failed to conduct a proper and thorough investigation. In addition, the findings and actions taken by both companies appear to directly contradict my deceased father’s documented instructions and intentions. This is not only deeply distressing, but also entirely unacceptable.

Throughout this period, I have received no meaningful updates, no clear explanations, and no accountability from either party. I have had to chase for answers repeatedly, only to be met with vague responses or, in many cases, complete silence. The emotional toll of this experience, coupled with the loss of my father, has been made worse by your failure to act with the professionalism and sensitivity this situation demands.

I demand a formal response outlining: 1. Why my claim has been delayed for so long. 2. A full and transparent update on the current status of the investigation. 3. An explanation for why my father’s wishes were not honored. 4. A clear and immediate timeline for resolution.

Should this matter continue to be ignored or delayed, I will be left with no choice but to escalate this complaint to the appropriate financial ombudsman and regulatory authorities.

I expect urgent action and a written response within 7 working days from the date of this complaint.