If Barclays took over Woolwich, they can't get away with saying that their records dont go back that far. They have a responsibility to retain the records of that company as well. However, if the investment was subsequently encashed or transferred, they may not have any ongoing record of it. I believe that they would have to retain records of the sale for a period of 6 years after the contract ended. ie. matured or was encashed. Good practice would suggest though that they should have as a minimum, details of when the policy was started and when it ended (if it has) if the money is still with them, they have to have a record - the fact it was originally invested in the Woolwich is irrelevant. I would go back to Barclays and supply them with everything that you have. Do you have any other indications from withing your Grandfathers finances that indicate that the money may have been transferred again, or used -e.g. did they have a large purchase after this time that would cost about the value involved - home improvement, car etc.?