Aptia Group Avis 601

I was promised a reply to an email that I sent to them 2 weeks ago, I received an automated reply saying that this mailbox was unmonitored and please don't reply, I still haven't received any response from this company, I did however get a letter from HMRC asking me to supply my pension statements, I would if I could but this so called pension company is holding on to them and I can't submit them to HMRC, what a joke of a pension company, absolutely no communication whatsoever.

I have been trying to obtain my pension funds since November 2025. This company is completely inept, paperwork has been lost, messages on the portal ignored, emails ignored. I have raised a complaint and not received feedback, requests for a manger to call have been overlooked. I ring every single day just to receive the news that the admin team have a backlog and are apparently 'working on it' I am out of options with this appalling company and will now seek resolution from the Ombudsman. I will continue to review every negative interaction with this company although judging by the significant negative reviews already I suspect this may be futile

I requested a small tax free lump sum from my pension plan on retirement and was told this wasn't an option however I still had the original guidelines from when I first signed up to the plan ( OKI Pension plan ) which clearly stated I could take a small tax free lump sum from my plan they then changed they're story to admit I could do that and I did it in 2017. I'm now requesting another small tax free lump sum when I reach age 66 on 23/03/20216 and awaiting a response but no doubt I'll go through the same delaying tactics. Its MY pension and don't understand why they're making everything so difficult?

Aptia worked proactively in the background to ensure fair service

Everything, they are absolutely terrible. Will not talk to IFAs on the telephone just like Mercer did. Total shambles.
Do not care about their clients or if they are getting pension income or not.

Absolutely diabolical company. Have waited for a pension statement Months.Phoned approximately 5 times.and fobbed off each time .keep being told they are waiting on outside party. Raised a formal complaint now and going to ombudsman and media .They are holding onto my money.

Help, been chasing my lump sum and now my pension for months and months, been promised twice it would be in the bank the next week but never arrived, phoning every week and getting no where with this, husband gave up work after cancer surgery so has no money coming in and started this process with form filling etc last July and its now going into March 2026 and still getting fobbed off with "its in the process" how is this legal? Now its ombusman and Martin Lewis because this is absolutely shocking, no service at all just more and more stress. Where is Sue Doughty, head of pensions administrator and why is she not getting a grip of these complains?

Very rarely can one gain access to their website, spools up then asks if you've forgotten your details !
I have also had a few emails completely ignored, if only they could learn to press buttons and reply in simple English !

I have now spent the better part of 2 days trying to log in to aptia one view (Bae) with no success. All you get is Loading and it goes no further.

Where to start? They needed a Grant of Probate to proceed with our claim and repeatedly demanded we sent it, with almost weekly letters, having been told that although we had applied for it we DIDN’T have it yet!

My requests for copies of annual statements have been ignored as has an explanation as to why the amount shown on the ‘estimated benefits payable’ is less than half the amount shown on the last statement.

Today I have received 4 identical letters dated the same date, only to be told my co-executor that she also received the same letter, twice.

They are utterly appalling and perhaps it’s time to call in a newspaper or a current affairs programme to put a bit of pressure on them to do much better?

Information was sent in good time. It was clear and easy to understand. Additional helpful information to deal with queries was also included.

Another month, another bad review from me. Latest attempt to get my money has not been successful. Despite sending all of the required paperwork, all I get is "it has been sent to an Actuary' When I ask why, I get told,'sorry I don't know' You couldn't make this stuff up. The people you speak to do not know anything about your money - they are just admin. You cannot speak to anyone who actually might be able to help you.

Extremely slow and full of errors.

I’m still waiting, after 3 months, for my annuity.

The underpin pension letter - formal notice of settlement - had multiple factual errors: numbers not adding up, etc. in one case an annual amount was expressed as a monthly amount. And it was backdated 8 weeks: ie emailed to me 8 weeks after it was allegedly written.

Shockingly poor.

The gas company no matter which name they have gone under over the last 5 years or so have been marvellous. British gas, mercer, utilia, cadent all have been very useful to me.
From bereavement to pension claims the staff are all understanding and empathic.
Something very rare nowadays.

I wish I could give zero. My husband's IFA requested a quote 11 Dec and a transfer out 20 Feb. We have made approx 7 phone calls trying to get the information. They do not care in the slightest. Husband has retired and needs the money. Apparently it has been expedited! I don't know how long it would take if it hadn't been. Apparently they legally have to deal with it within three months. It is lie after lie. Scared we are not going to get the money.

Absolutely shocking customer service , no one calls you back, I’m still waiting for information 2 months after my enquiry. I will be writing to the Ombudsman .

I have a DB pension for the SPPS scheme. I was made redundant at the end of 2022 so I've been living on my small savings and my redundancy pay. My elderly mother eventually became ill so it was difficult for me to get a job as I was a part time carer for my mother. I am now 63. I was given a quote from Aptia mid 2025. They sent me all the paperwork (including bank mandates etc) however I decided to do further research on my best options. My mother sadly passed away in December 2025. I'm slowly running out of money and still have bills that need to be paid.
I contacted your company on 06/01/2026 to send me a new quote. That would entale my 25% tax free lump sum along with a regular monthly amount. I have later contacted you by phone on several occasions for an update but just keep been given apologies and the usual 'I will pass the details to the admin team' routine and messaged on your website but all I get are email responses saying that your admin team will respond asap. I was promised call backs from your managers but it seems they couldnt be bothered to respond. Your Aptia app currently said that that my case has been completed yet when I spoke to one of your agents today, they said my case is still being investigated. What is the the problem?? Shocking 'couldnt give a toss service'. Do you have any managers in your office that actually manage? I was told that I would receive the relevant paperwork via email and by post so that I can sign and then send back. God knows when this will happen. I wish there was a zero star rating because that's what I would have given your company.

Another full working week goes by with nothing from Aptia. I'm starting to worry that they are going under.

Today I am making a formal complaint to The Pensions Regulator, The Financial Conduct Authority, and the Institute for Customer Service.

I've had it with these jokers.

Initially contacted Aptia on 26th January for an CETV and was told I would receive it in 10 working days. Only to be told today that the figures didn't add up so they need to keep working on them and I should get something in the next 5-7 working days!!!! with no guarantee that this will actually happen. I'm due to retire at the end of March so need these figures to make a considered decision before then or I could be without an income - but that seems very unlikely now- NOT HAPPY!

Avoid this company at all costs and if you are unfortunate enough to have them handling your pension I would take it out immediately.
I started my transfer out process on the 11/10/25 and after nearly 5 months it still hasn’t completed.
The advisors do not have any knowledge at all, even when I asked what my pension plan number was I was told by an advisor that she didn’t know and that maybe it was my national insurance number, and the fact that in order to correspond with them you generally have to log onto your portal even to lodge a complaint, which I did that still hasn’t been addressed properly is apalling.
It’s like everything else these days no one wants to take accountability and no one wants to talk to people on the phone, and I even had one advisor tell me that it would be much easier if I kept my money where it was, no thank you Aptia as you are not a trustworthy company.
I even emailed the CEO of the company and he could not care less which speaks volumes about Aptia.
I wished I had just taken my money out although judging by some other reviews they clearly want to hang onto your money even though it is not their money to keep.
Dreadful customer service, dreadful company, and I shall be glad when I no longer have any further dealings with them.