Formal Complaint: Outstanding RA & Preserver Transfer Requested in May 2025

Dear Liberty Life Complaints Team,

I am writing to lodge a formal complaint regarding the unacceptable and prolonged delay in transferring my paid‑up Retirement Annuity (RA) and Preserver policy from Liberty Life to my current RA provider, Momentum. Policy Details

Policy Type: Retirement Annuity (RA) & Preserver Status: Paid-up Transfer Requested: May 2025 Receiving Fund: Momentum Investo Retirement Annuity

Nature of the Complaint In May 2025, I submitted all required documentation to Liberty Life requesting the transfer of my paid‑up RA and Preserver to Momentum. Despite repeated follow‑ups and confirmations from Momentum that they have been waiting on Liberty Life, the transfer remains outstanding as of February 2026. This means that Liberty has delayed the transfer for over 9 months, causing:

Unnecessary administrative frustration Potential financial implications due to delayed investment growth within my active RA Significant inconvenience and uncer*****y

Such an extended delay is entirely unreasonable and falls outside standard industry turnaround times for Section 14 transfers.

What I Require from Liberty Life I request the following urgently:

A written explanation for the prolonged delay in processing my transfer. Immediate escalation to the appropriate internal department handling Section 14 transfers. Confirmation of the exact status of the transfer as of today. A firm and final deadline for when the transfer will be completed. A copy of all internal notes, correspondence, or outstanding requirements (if any).

Should Liberty Life identify any missing documentation, I request that you inform myself and my Financial Adviser immediately so that this matter can be resolved without further delay.

Regulatory Escalation Notice If this issue is not resolved within 10 working days, I will have no choice but to escalate the matter to:

The Office of the Ombud for Financial Services Providers (FAIS Ombud) The Pension Funds Adjudicator Liberty’s own Compliance Department

I trust that Liberty Life will treat this matter with the seriousness it deserves. I have been patient and cooperative throughout this process, but the ongoing delay is unacceptable. I request your urgent assistance in ensuring the immediate completion of the transfer to Momentum. Please acknowledge receipt of this complaint and provide a written response. Thank you. Megan Williams ***