Not actioning section 14 transfers

Our new broker has been trying to transfer our last two policies away from you due to bad service and lack of growth in our investments and you are delaying the transfer. The forms was sent to you in January and you only respond now on 25th May to say that the forms are out of date. At the same time, you do not have the right to take the transfer fees as our broker did not look after us with our other four policies which we have also moved. You never once found out if our broker was productive and satisfied our needs as per your policy. You have 24 hours to respond before we take this to the Ombudsman