Reassure.co.uk

They have a new website, unable to find my pension with them for 20+ years.
Emailed them, they agree it can't be found on but offered no solution.
Phone them, they found it so I'm waiting for the statement and other information I requested. This normally means a wait of 14-28 days but they often don't send information requested.
All in all they and the website are the most inadequate possible.
I have had 2 Financial Services Ombudsman claims against them found in my favour.
FIND AN ALTERNATIVE PENSION PLAN.

STRAIGHT AWAY = over 8months!
I have had a complaint about the non existant service my letters email and/or phone going on for over 2 years with pensions firm ReAssure. The 1st year thru' my complaint to the Ombudsman I received compensation £150, the 2nd complaint the next year £150, I'm now on my 3rd complaint with the Ombudsman = 3rd time 3rd year, and today after my request/complaint was started on September 20th 2021, 8 months ago the Ombudsman says and I quote 'We're helping a lot of customers at the moment, so I'm sorry we won't be able to reply straight away'. STRAIGHT AWAY = MORE WHENEVER. Below is an example.
Today I eventually after 20 mins got thru' to your so called help by phone.
When asked Fay told me I have been paying 100's of pounds each year to my non existent financial adviser.
She gave me the address as
Smith Consulting Ltd
Shropshire
Telford
It does not exist so I phoned again, holding on for 30 mins, without an answer.
Which leads me to believe you have illegally deducted money from my account for many years. I demand a full refund of all fees taken from my income immediately.
I knew nothing about this until my latest statement arrived. Never before have you notified me of this.
I need an explanation, FAST.
I want the balance transferred quickly with a written explanation.
Also I'm still waiting responses from 2 previous emails.
They are a joke.