Aptia Group Avis 601

I reached my normal retirement age (65) in February 2026 and completed all required paperwork for my deferred pension under the Centrica Pension Plan administered by Aptia. I was formally advised that my first pension payment would be made on 27 February 2026. This payment was not made, and as of today I remain unpaid.
What has followed can only reasonably be described as maladministration.
Despite repeated attempts to resolve this, including numerous phone calls and emails, Aptia has failed to:
• Put my pension into payment within a reasonable timeframe
• Provide accurate or consistent information
• Confirm any definitive payment date
• Take ownership of the issue
I was initially told my February payment would be made alongside my March payment. Shortly before this was due, I was informed—without proper explanation—that a further “recalculation” was required, resulting in yet another delay. This appears to be a reactive and disorganised process rather than a controlled or competent administration.
After weeks of poor communication, I finally received a call back, only to be given the same generic excuses previously provided. At no point has anyone been able or willing to confirm when I will actually receive my pension. Being left indefinitely without payment after reaching retirement age is completely unacceptable.
The explanations provided—staff shortages, backlogs, and internal processing issues—do not justify the failure to meet basic obligations to pension members. These are internal operational problems, and they should not result in pensioners being left without income.
This experience has caused unnecessary stress, uncertainty, and a complete loss of confidence in Aptia’s ability to administer pensions. The pattern of delay, lack of transparency, and failure to act gives the impression of an organisation that is not in control of its own processes.
I have now been left with no option but to escalate this matter further.
Based on my experience, I would strongly caution anyone relying on Aptia to administer their pension benefits.

I’m extremely concerned by the way this company has handled my mother’s pension case.

My mother is retired and dealing with ongoing health issues, and this situation is clearly adding unnecessary stress and elevated health issues as confirmed by a doctors appointment today!

Despite repeated requests, the company has failed to provide even basic paperwork required to progress her settlement.

We have been given inconsistent and implausible explanations, including claims that letters were sent but “must be lost in the post,” (the only company that Royal Mail lose her post from then) emails set up and sent that never arrived, and repeated delays such as being told it takes 48 hours just to resend an email. (That don’t arrive) and when asking to speak to a manager being told the request has been noted and a manager will call “within 48 hours” This pattern has been ongoing and unresolved.

At this point I’m shocked to have to say this now feels as if the customer service agents are enjoying the stress they are putting on claimants by repeating the same implausible excuses, or even more worrying they are advised to stall claims as long as possible.

For a company responsible for managing pensions, particularly for elderly clients who rely on timely access to their funds, this level of service is categorically unacceptable.

We are now escalating the matter formally, including a complaint to the Financial Ombudsman Service and contacting senior leadership of the company and Bain Capital - The Holding Company of Aptia.

I will be publicly reporting progress, or, lack of online here and other sources daily until and honest and professional resolution!

I would strongly urge others to proceed with caution.

Great service. efficient and on time

I have been trying to withdraw from my pension since October 25. It took until February 26 after complaining to the pension trustees to get a retirement figure. I am still waiting for information on how to draw down from my pension. In the meantime I consolidated 4 other pensions and received the 25% payment within two months, so not sure why Aptia take so long - 5 months is not acceptable! Will definitely be going down the Financial Ombudsman route.

If you want your pension to feel safe, do not give Aptia Group your pension. Their website barely works: you often cannot log in even with the correct credentials, the password reset usually fails, and there are lots of dead links. In my experience they show no real duty of care to the people whose pensions they hold.

Very disappointed to not have had any contact from Aptia following my review of last week. Sums them up really - uncaring and incompetent. It seems they spend all our money on PR and a promoting a professional image when the reality is anything but. If you have the option to transfer out of this abominable company then do so as soon as possible.

I'm single and requested my pension to start 8th Feb my retirement date, I have to keep emailing for any information on the progress and all the replies say it's been escalated and they will be in touch soon. At the end of March I have no money left for April. My state pension has gone sideways too, had to call them today and that has had to be escalated. Worked all my life and saved fir my retirement, wish id left it to the state to look after me. The whole process of claiming both started in November and December. Stressed is a understatement

Phoned a few days after my mother died, to cancel pension payments. They paid 2 more payments, despite repeated phone calls to stop. Worst company I've dealt with.

I have made a request to track down an old company pension. I initially spoke with them on the phone and was told to make a request on the website.

Several weeks later, still no response.

If you can't do simple things right, how can you be trusted with something as important as people's funds.

Raised a complaint with the Centrica side in March 2026, and sent off paperwork back in mid-December 2025.
Still, have not received the pension; when will the payment arrive?
When I received a reply, they sent the wrong start date and did not even acknowledge my original request.
They are a complete waste of time.

This is my third submission to Trustpilot regarding Aptia and my incredibly negative experience with them. My initial contact with Aptia was in April 2025, this was in anticipation of my eligibility to claim my very small pension as of August. This process has been nothing other than frustrating and disappointing. When I have been able to solicit any communication I have been fed with endless claims of pride in their customer service and statements that I should feel free to contact them at anytime. This I have done with great frequency, at last count I have sent over 30 emails, made over a dozen international phone calls and provided numerous notarized registered documents. I finally received a lump sum on February 28th which would have been a pleasant surprise other than the fact that it arrived three months after the original deposit date that was provided. Aptia then supplied multiple new dates where upon I was to receive the funds, each passed without seeing the money without explanation for their failures. It now appears that the sum received is significantly less than the amount for which I was eligible. I have asked repeatedly why this was the case with no response. I was told that I would receive my monthly deposit as of March 15th, along with the 7 monthly payments that were overdue. Unsurprisingly this has not been received and I have had to once again send an email that I anticipate will remain unanswered. I have submitted multiple complaints to no avail, the Aptia complaints department appears to be a myth. I have requested details on how to embark upon the IDRP exercise as was directed by the UK Pension Ombudsman as a requirement before they are able to embark upon an investigation, to date no response has been received. I have asked for options to remove any or all sums from this pension and either have it paid out or transferred to a reliable and honest pension provider, a similar lack or response has been the result. I have made repeated requests for details on the factors that are applied to calculate the pension sum that is due, this remains an unknown as there has been no reply. I have asked for phone numbers to directly call the Aptia staff to better understand why this saga has been so poorly managed, it appears that they are either unwilling or unable to do so as I have been unworthy of a response. I have identified in my latest email that the quality of any company is the ability for a customer to recommend them to friends or family. Should you have reached this point of my submission I suspect you already know that I would never be so disingenuous as to suggest to anyone that they use Aptia as their pension provider!

Appalling service. Constant delays. They never call back when they say they will, they miss every deadline. Am now 3 months past retirement date and no pension. Quite simply the worst pension company out there.

Aptia have been very good my husband got his pension lumpsum yesterday as promised. Thankyou aptia from myself and my husband.

Can't get through on the phone.

No email.

The portal is ok but responsiveness is slow.

Answers I have been provided with have been the bare minimum. 0 effort on providing any extra detail and context that could help me.

Customer service needs investment. Doubtless they have one good person providing support who permanently feels harassed.

I have been trying to get my money from Aptia for over 2 months, when I call they keep saying it has been escalated to a higher level
Just say the same thing every time I phone, they seem to be trying to fob me off.
I think I will need to inform weatherford who I had my pension with
I don’t know how these lot get away with it

A company named APTIA INSURANCE took $790 out of my checking account. I have no relationship with them, have never heard of them and had to close my account and file a scam claim. The Credit Union reimbured me for the money and closed the account. I've had to spend weeks redoing all the autopays and bill pays with several check bouncing in the process....pain in the ass.

I’m going through a very stressful experience with these people!! Baxi changed their provider from buck to mercer /aptia this is when it all went backwards.
I am currently drawing my db pension which took 6 months to achieve, and so then I asked to draw my AVC’s which is a totally separate investment of which I saved for 30 years with documentation for that period.i have emailed and wrote to them providing all the evidence to no avail, also wrote to the trustees and not a thing back . This has gone on for nearly a year , i have given them eight weeks to come up with information then it’s the pensions ombudsman.
All the statements were there from buck and the previous providers for all those years, it’s voluntary contributions for goodness sake so where are they ?

How can such an incompetent company be allowed to continue.
My experience reflects the experience of everyone else here. Trying to sort my pension for over a year, they are impossible, slow inaccurate information. 10 days to respond they say more like 5 weeks! Call the helpline one or two of the staff try and help but no one can give you real answers it has to be referred to the team, ‘...who don’t generally call people...’ but if you get a reply it just raises more questions. Some telephone staff are just unintelligible.
Communicating with Aptia is like conversing with a far off galaxy. Useless.

Date of experience = Since 2024 & ongoing

If I could have given 0 stars I would have ,steer clear of this band of rogue charlatans,we have been waiting since August last year (2025)for a fund value update and have been fobbed off every time we engage with them ,they persistently lye about waiting for information from another pension company,they really are a despicable company , I'm surprised they are allowed to trade anymore.

Absolutely awful to deal with. Relative passed away in December, it’s now 3 months later and we’ve yet to have any information from them. They give you dates in their guides and emails that they simply do not follow. You provide documentation and then get snotty replies if something hasn’t uploaded correctly to their website which in itself, is a nightmare. Calling them is just as bad, rude staff telling you that dates provided aren’t followed and are a guide but we have a review date for over a month after everything was supplied. Would recommend you avoid if you have the ability to.