Failing Financial Institution - negative returns on all investments

I sent an email on the morning of Wednesday 19 Feb 2020. I sent a follow up email again on the 24 Feb 2020. I am now again sending another follow up email 26 Feb 2020.

You keep sending automated responses that insist someone will contact me shortly! “Thank you for contacting Liberty. We have received your request/query and we will be in contact with you shortly.” It has now been a week and have still not received a reply regarding this matter. Not a peep. I am sure that you appreciate that my confidence in the integrity of your ‘walled garden’ organisation in waning by the minute along with any and all trust in your services.

I would appreciate a courteous email response to my original query as well as an explanation as to what you consider good service or a timeous response and why I should not cancel all policies currently held with you. If you cannot manage the little things, like general communication with clientele, how on earth are you managing the big things, like pension funds.