Aptia Group Avis 601

Just appalling customer experience.
So many mistakes and delays, I barely know where to start, but here goes:
1) Was sent a letter saying that Aptia had taken over the administration of my pension and a link to register - the link was broken and didn't work.
2) When I finally got an agent to give me the correct link, and registered, I found out my pension was due for payment 3 months ago - was never informed about this.
3) I asked for my pension to be paid out and Aptia said it would take a couple of weeks to review. Six weeks later, nothing. Not even an acknowledgement that there was a delay.
4) I sent a message asking why the delay was happening and when could I get my pension - I received an automated email acknowledgement of this request and would get an update in 2 working days - that was 5 weeks ago - nothing since.
5) I raised a formal complaint - even that was never even acknowledged - no complaint ref number nothing.

To date, I am still waiting for my pension, still waiting for the review to be completed, still waiting for the complaint to be reviewed.

Hard to think how this could have been any worse.

Would have given Zero if possible.

Chaotic, extremely slow, generic responses that don’t answer questions, unprofessional call wait times, conflicting information provided, appears overwhelmed and zero customer service. Complain to your MP or the Pensions Minister, Torsten Bell.
Owner is Bain Capital.

In response to Aptia’s reply: Just Retirement Policy, formerly The GKN Group Pension Scheme

Appalling. I am an ex-Centrica employee, retiring soon. Retirement quotation requested on 12 Nov. No online access possible via your portal, you informed me. So I chased by phone on 20 Jan, 9 Feb and 13 Feb. On the last call I also raised a complaint which is supposed to be acknowledged within 48 hours. Have just called back today - no acknowledgement received to the complaint, and no record of any progress on the call handler's system. No one ever calls back or follows up. My IFA agrees your service is disgraceful too. I am not a habitual complainer. I need to make my retirement plans and you are preventing this. Please contact me urgently.

Utter rubbish, even the phone line doesn’t work and I’ve sent many requests via the Aptia site for help on the money I have invested in them!
I suspect something is seriously wrong with this company and advise NOT to invest your life savings in them!…
I think that they hope you die with frustration so they can keep your life savings!
AVOID!!

It is almost impossible to get a pension statement been trying since December now mid February. I have had to cancel 2 appointments with my Financial Advisor.
I do worry how it will be when I will need to draw my pension

Such poor customer service. Raised an issue 3 months ago and have phoned 5 times since for an update and still no response even though it has been escalated as a complaint. Worse company I have ever dealt with in my entire life. You can never speak to anyone who may be useful. Why my company chose to move our pensions to this company is beyond belief given their rating. The score should be negative. Next stop will have to be Martin Lewis and the ombudsman.

Aptia made it very easy and quick and efficient of dealing with my pension details

Aptia's Oneview passcode reset system does not work. At least with Mercer a contact phone number was provided and the staff helpful.

I have been given a settlement figure for my pension and have not received the correct paperwork through the post to access my money in have contacted Aptia on several occasions about this

Beyond incompetent. Started trying to claim my pension mid December, communications have been atrocious, a three week communications cycle, why! Are they so understaffed or is it a policy. Still don't know whats going. After three months of drip, drip, drip responses, the latest letter from them wants me to prove Im still alive. The whole approach seems to sow confusion and be as obstructive as possible. Just cant understand how these people were approved to manage peoples pensions. If there was a negative review possible they would certainly deserve it.

My pension settlement process was efficiently handled in a timely manner. On the one time I needed to phone in the early stage of checking information, my call was well handled by someone who clearly wanted to help. Not necessarily a 'given' these days!

Utter rubbish, useless, incompetent uncommunicative company. My pension entrusted to them and in truth it worries me. I have no faith in them whatsoever based upon their performance..... or lack of it . If this is their core competence and they cant manage pensions administration would you allow them to do anymore than bum a light from them? They would probably burn themselves with matches. USELESS!!!!!!

Correspondence was timely, clear and easy to understand and the timescales quoted were met, very pleased.

This is a follow on from my previous review.
A lady called Tammi Morrison, a Senior Administrator, contacted me after my review. I explained to her the problem we’d had in getting any response from Aptia. She apologised for this and said she would help us regarding accessing my husband’s pension. She contacted me by email on the 20th January and my husband has today received his pension lump sum. She emailed me all the documents for us to fill in which we emailed back to her and she kept in touch with us letting us know how things were processing.
I would have given 5 stars but initially getting a response was a nightmare and I had to resort to Trustpilot to get a response, but thank you Tammi Morrison for sorting everything out !

Stealing my mums pension again !

Mum has not received her pension for the past two months - no letter no explanation - just stopped. This happened last year also. She is 93 years old - absolutely disgusting. These people are straight forward thieves. A complaint has gone to the ombudsman - and will be closely followed by legal action, with costs, if not resolved.

Again, like other reviews I am not getting a 1 star service. I started the process of getting my pension just about 12 months ago, getting my figures and getting fobbed off along the way. In September I was told If I wanted updated figures I would have to pay £250 + VAT, which I promptly paid the £300. Did I get any figures - NO. I ring constantly to get told various dates when I will recieve them. There has been all kinds of excuses. The last call before today I was told that my pension was getting processed which was 2 days before I was entitled to a free quote. I though They are processing now so they get to keep the money I paid. This was 18th January. Today I called again. They said again 'it is in process and would be posted shortly'. Each time I have spoken to several different people that must be reading of a crib sheet and say they are sorry and will get it sorted. This is an absolute joke and I am seeking advice.

If only there was a rating less than zero . Why my company chose to have completely incompetent people review beneficiaries on our insurance is beyond me . Half of the time the site won’t load due to internal server errors the other half you get an incompetent in the chats that has no idea what’s going on . If you get Jennifer E disconnect immediately . So clueless it’s incredible. You get to the point where you threaten to take it up a notch and she’d like go ahead you won’t get anywhere with that . Why HR chose a one star company to work with is beyond me but with these reviews I bet they work cheap . Do not choose these idiots !

Unfortunately I, like everyone in relevant schemes, do not have a say in the choice of pension scheme administrators. Of my 3 pension administrators Aptia are incomparably the worst. They don't listen, they do not record information correctly and they consistently fail to get anything correct. Or, in fact do their job with any competence whatsoever. Over the past 6 months they have been so useless to the point I've made an Ombudsman complaint. The South East Water of administrators, but without any effective accountability at all.

If there was a zero rating I would use it, started communicating with this company early December, still no definitive response. Call centre staff try their best but just keep getting the same response and told to wait for an update. Really unimpressed with this company. Aptia you really need to improve on your processes!!

The requested information was provided very promptly and fully met my request.