Aptia Group Avis 601

Wow really poor transfer service

I'm at an age where I'm transferring multiple pots to one, I had 6 pension pots. 4 of the transfers went super smoothly.

Despite calling Aptia in advance, they blocked the transfer saying I needed to contact them.

Called them, and apparently I need to fill out a transfer form.

Not only that - it will take up to 20 further working days to get this.

In 2026, this is a poor service, and screams of potential cashflow issues. Where 4 other providers transferred the money automatically via the request portal. Yet this provider is doing everything it can to hold onto a small pot. (Thankfully the smallest of them)

Avoid and remove your money ASAP would be my advice.

Received excellent support from my benefits advisor. Medicare is CONFUSING and my agent provided me with everything I needed to help me make the right decision for the upcoming year. I waited until almost the last day to enroll, and even though I know she had a lot going on, she didn't rush me at all.

I have been trying to register with Aptia and emailed them on 8th dec 2025 to let them know i was having problems with the registion on line have recieved no reply to day i phoned them for help because the verification code were not coming through they blamed ny phone provider,and i still have no code fron them,
This totally unacceptable from a pension provider and i wish you had not allowed them to take over. hopeless
company and do not have a Can do sprite.It should not have to wait so long. Margaret Frazer-Kelly

Wouldn't give them a star if that was an option. Made a total hash of my pension lump sum. Sent me and HMRC a P45 which I questioned. Phoned them up... they agreed the amount sent to me was incorrect, and sent me and HMRC another P45...HMRC now think I've earned a double amount and the confusion caused means I'm still waiting for my tax refund. I made a complaint to Aptia back in October and not heard a thing, so I've just phoned them up to ask about the outcome and they said it had gone for final approval this morning. How convenient is that? 10 to 20 days for a complaint to be answered... or 3 months in their case. Not sure if it's a circus but there does appear to be a lot of clowns. Shocking company that's dealing with people's finances.

I have sent in my paperwork to start early retirement and I have heard nothing back. I have sent in several emails regarding this and keep getting generic emails saying that the waiting time can be 10 days, but still nothing. There are issues with the app, so it is impossible to get any information there. I just want to know that my application is being processed, but this is impossible to find out.
My reference number is 31148731

Aptia manage one of the workplace pensions I have from a previous employer which should have been paid following my long planned retirement in December. So far, despite telling me in August last year that I have provided all required documentation, Aptia have not paid either my tax free lump sum nor any monthly payment on the dates promised.
Initially, they indicated a one month delay without giving a reason, but the revised payment date has now passed and I still have no payments from them. They did not inform me that this revised payment date would also be missed.
Their processes and communication are very poor - I phone Aptia on a regular basis and I am assured that my issues are being escalated but there has been no tangible result so far. Not even a written apology for the delay.

I have twice used there hopeless online system to raise a pension query and twice waited ages for them to then give me an inadequate response. They are impossible to get hold off, it is so frustrating. They do not care at all about their customers. Awful organisation.

Without doubt, the worst company I have ever had to deal with, in my 68 years on this planet.

In November 2024, I received a letter, complete with a multi-paged Options pack, informing me that they had ‘Discovered’ an AVC fund that had not been transferred in May 2022.

Even though I have returned the completed forms on numerous occasions, via post & online, and made multiple telephone calls to their ‘Customer Team’, Aptia have yet to complete the transfer of funds, thereby holding my money for a fast-approaching 4 years!

Recently, I have contacted the Aptia customer team on seven occasions and spoken with seven different team members. What sort of Customer service is that?

I am now determined to take this company to task at the highest level. I believe it's high time Aptia be held accountable for its dubious practices.

Enough is enough.

Update on my review - three days after writing my review (below) I was contacted directly by Aptia and one of their Senior Administrators was very helpful in resolving the issue. The lady was very professional and also acknowledged the shortcomings in service. It can't hurt to make a complaint in order to get their attention.

Aptia manages the Mitie Group pension scheme....trying to get any information from them over a period of almost 4 months has been painful, frustrating and really concerning. I am still waiting for my transfer valuation since September. Apparently it was sent to me on 11th November but I don't believe that for a minute seeing as it's not on my email nor did I receive a hardcopy. Despite numerous requests for an update I have only received automated emails. When I spoke to Stephen today he was unapologetic, defensive and offered no reassurance whatsoever that Aptia operates with integrity or is capable of providing even an acceptable level of customer service. I hate to think what it's like dealing with an organisation like this in the event of a bereavement. I would transfer out if only to avoid having any dealings with this company as I don't have any confidence in them.

I just want to transfer my pension and so far it has taken over 5 months and I’m still no further. Awful company to deal with. Delays, providing wrong information and just generally messing people about.

Poor communication with auto emails being sent that include dead links, therefore impossible to get further information. Timescales very poor referencing 2 days then auto email saying 10 days just for a transfer out quote. Had no correspondence from them in the years they have had my pension. Very poor and feels a little like it's a scamming company, not a big pension and insurance company. Avoid if you can.

I have just read the recent Aptia reviews and tbh I am not surprised,

I also had to go through a rollercoaster of emotions because of their incompetence but I didn’t give up and was eventually paid out!

This review/help is not for anybody specific but having just read the reviews “I feel all of your pain” so this is what you need to do,

Send an email to Aptia internal complaint department with your personal details and reason for complaint(Expect only an automated email from them)

After approx 8 weeks(Assuming that you still don’t have your money) forward all this information onto the Pension Ombudsman explaining that you have contacted Aptia but still no resolution

Thanks
George

Good luck

If I could give Aptia NO points then I would. I just received their email denying any liability when I emailed over the completed pension discharge form on 20 August 2025 on their portal which does NOT give any confirmation. Please ensure you screen grab it to protect yourself. I did not and now feel cheated with useless incompetent Aptia hiding behind their procedures stating PROVE IT before we admit anything.

Aptia do not care about members, they only care about keeping the company whose pension they are paid by. There has been no consideration of the distress and time spent chasing them. I am so digusted with them I feel sorry for anyone else trapped with Aptia. They really dont care.

I am a Kingfisher Pensioner. Hyman Robertson the previous administrators were great KINGFISHER WHY DID YOU CHANGE?.
I received the documentation set everything up logged in. Logged out and back in absolutely fine. Very little information on the site. Now I cannot log in and it doesn’t send back any emails. I can only assume Kingfisher have opted for a cheap option. Bring back Hymans. The contact then asks for all sorts of information I cannot give as I cannot get on the Portal I am fuming. Just typical of how Kingfisher treat their staff even ex ones
Quote from their website. Our strength lies in the combinations of smart technology (what a joke) by focusing on innovation, accessibility (well if you can log in) and client success we help businesses take care of their people (well you are seriously letting Kingfisher down). Why use a company already in a previous name having really poor reviews.. I assume Kingfisher didn’t look at or ignored these to the detriment of its pensioners.

I have been waiting for annuity and tax free lump for a long time now. I can't even get a progress update from Aptia. Nobody seems to know anything. I feel I have no choice other than to contact the ombudsman. I will expect significant compensation for hardship and stress and health problems caused by this shambles.

Having recently submitted a 1 Star review for the shockingly poor service I’ve received from Aptia over the past 10 months- one of their Senior Administrators contacted me with a very apologetic email and the promise of addressing the issues…..

Fast forward one week and things have gone from bad to worse with ZERO progress and continued vague and non-commital communication.

Even though I submitted my transfer forms at the start of November and that they had confirmed that all that was left to do on their part was the divestment and transfer late November - the money still hasn’t been transferred.

The levels of stress I’m experiencing are through the roof !! They know that I need this money desperately due to the extended delay on their part, yet they continue to fail to escalate or resolve the issues that they are causing!!

As of this morning Aptia have advised that they have done a recalculation (without explanation or reason) and they are unable to confirm the revised transfer value or provide a completion date - I’m completely in the dark about MY Money

My recommendation is that if you have any pension funds under the management of Aptia - Transfer it all out before you need it and save yourself the hassle that I’m still going through.

Absolutely diabolical customer service! I notified them in the summer that I wanted my pension, on my retirement date this December. Still waiting for someone to contact me! They acknowledged in September that all my documents were in order and that they would contact me nearer the time. Well the time has now expired! I have phoned and phoned and phoned with no success! The people on the other end of the line are very apologetic and professional but it ends there! They promise that they will try and hurry things up and contact the “admin” department to hurry things along. I have phoned today (same old spiel) assuring me that a manager will phone me in the next 48 hours ( I am not holding my breath). Enough is enough! I am now going to the pension ombudsman and forwarding my concerns to Martyn Lewis. How can such a large company get away with holding onto substantial payments for so long which belong to their customers? Someone is benefiting somewhere! It certainly isn’t me!

Terrible company to contact or get info from. Spent 2 hours trying to get through, they knock phone off when it comes to your turn. Took over a month to post details I asked for, pathetic, they want to call you back, when they do they knock phone off before you answer. Position in queue no 2 for over 10 minutes previously waited , they then put phone down, still not had decency to ring me or get in touch apart from a set email which tells me to look things up, I am not in a frame of mind to watch videos, you are unbelievable, need to take lessons from other companies