Poor service

So I app**** for a two pot withdrawal. My funds were in the process of being transferred to a different fund which I had to wait to be completed. I was waiting a good period for a had to ask what was happening. The response I got was they we looking into it. Later I was asked if I had done a withdrawal before to which my answer was NO. That was extremely strange. Anyway another bunch of time went by just to be told I could only get a small amount of under 4k. This was extremely disappointing to hear as I was expecting the full allocation. The reason I was given was that my RA was not a pure RA but has life cover attached to it which I know I changed some years back. This policy was taken out in 1996 or so. I'm asking for my own money here, nobody else's. Just to be told this nonsense. I have to say my personal financial advisor has been excellent and has become a personal friend. I have no complaints about him or his assistant. My issue is so much time was wasted just to be disappointed. I feel short changed and very unhappy. I am considering moving my portfolio to another company. The department handling these requests needs to work on their communication skill and speed when it comes to handling clients. Not good at all.