Scottish Widows has been so heartless after my wife died of cancer

In 1999, my wife and I took out a Scottish Widows Lifetime Security Plan which would pay £44,875 if either of us died. After a battle with cancer, my wife passed away in May. I notified Scottish Widows that month and sent the required documents. I’ve called each month since and, eventually made a complaint in early August. After another three weeks, I was told my complaint had not yet been allocated. I was promised an update within 24 hours but none came. I have bills which need paying and such poor service at this difficult time is very stressful.
AH, Stockport

Such shoddy communications is unacceptable at the best of times but inexcusably heartless in this case. Scottish Widows was able to process your claim within two days of my contact. The prospect of a headline was the prompt. It’s added £500 compensation for the distress, £653 in interest lost and £94 to cover three months’ interest on your mortgage which you had planned to pay off with the sum.

Email your.problems@observer.co.uk. Include an address and phone number. Submission and publication are subject to our terms and conditions