Aptia Group Avis 603

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

I would have left zero stars! Quotes wrong, comms non-existent, months of delays the list goes on. Dont know how they get away with being this bad!

Very concerning this company has taken over management of Kingfisher pensions, tried several times to register but website rejected credentials sent by letter. Reading other reviews doesn’t inspire much confidence.

Terrible experience since Aptia took over the BAe pension scheme I have been unable to access my payslips. The log on says it will send a text with the log in code but the text never comes.

I submitted all of my details in order to change my surname and claim an old pension. This was in September and I've heard nothing since, I requested details online but aside from a confirmation of receipt I've heard nothing

Extremely upset as paid a certain amount of pension contribution & after repeatedly asking to draw a lump sum of all my pension due to ill health it took the 10th request to send me correct forms. After filling the forms & getting P45 in the post they have robbed me by under paying less than they quoted & £400 less than I contributed. Now going to have the headache of reporting them to FCA & pension regulator plus complaint about them to former employee, then legal action to get remaining of what is due to me. Customer service is shockingly bad & generic emails that you cannot reply to. DO NOT USE THIS COMPANY.

I have been trying to complete my pension full withdrawal since the begining of October, the staff on the phone are always very polite, but I now feel that it’s just the same script every time I contact them. I am very frustrated that it has taken so long, they keep saying we have applied for the funds to be deinvested this was at the begining of November, and still waiting.

Ive taken voluntary redundancy and anxious to receive my options as i can take my DBB pension out as part of the redundancy package. I messaged and called today and obtained a code to allow me to register online. This is so I can view my pension details when I no longer have access to my work systems. I registered fine made a note of my id and password and ran a couple of test log ins. This evening ive received an email stating “aptiva do not have a record of my pension” i tried logging in and surprise surprise my log ins details are invalid all of a sudden. Redundancy is stressful enough without knowing complete incompetents are in charge of my extensively built up pension funds!!!!!

Absolutely terrible service. I've been trying to transfer my pension for the last Month with no end in sight. I have just threatened to contact the ombudsman if they don't transfer my pension by the 29 th December. The company is a complete shambles. Do not invest with Aptia for anything. 6-8 weeks to answer a complaint - their time scales. 15 working days to answer a simple question - their timescales. The place is a complete joke!!

Like most reviews I have seen on here I have received no communication from Aptia apart from when I contact them and then get told it’s being dealt with and ‘we are short staffed’. Have now been waiting 4 months for my retirement options so as I can make decisions on my future. When I ask to escalate I get told to raise a complaint so I did and then still nothing. If you have a pension administered by Aptia be prepared for a very long wait with no communication

I have been waiting since June for Aptia to process my pension after submitting the forms. Each time I contact them I get fobbed off with a Do Not Reply email telling me they are chasing the admin team with promises that they will ring back but never do. Phoning them is equally unhelpful. I am now thinking about contacting the Pensions Ombudsmen. I wonder if anyone has got anywhere by escalating a complaint against this disorganisation.
They are unlawfully withholding my pension.
They don't even deserve a 1 star.

After little bit ups and downs it was resolved very nicely and quickly I am happy with the service I received from aptia thanks

Excellent service from your colleagues on the phone, they made it an enjoyable experience.

I moved country and needed to change my address. I wrote to Aptia, and the service was excellent. They replied to me immediately via email and I was able to upload my proof of identity via the web, making the service smooth and without stress.

my grandad left me as beneficiary to his pension. I received a letter from aptia saying they cant offset a payment if overpayment is made. the ‘trustee says they overpaid. and now apparently theres no payment due. and all contact must go through the trustee who dont reply to my emails. he sent me statements when requested from 2002. aptia has not directly shared this through letters just over the phone and emails suspicious+ all this said without showing death certificate. what do I do. its been ongoing for a year

It has been so slow sorting out my pension. I started the process in JULY, stil it is not complete. There is an Internal Problem with the paperwork transfer, and it seems to be impossible for anyone to sort it out.
I have spent many phone calls chasing it up, everyone says they have resolved it, but nothing has moved forward.

Whilst the telephone customer service team are always contactable and generally polite, they are unable to assist and can only state they will inform / escalate to the admin team. Impossible to receive return calls or detailed updates leaving you feeling frustrated. Portal service slow and incompetent. In my case I made pension selections a year in advance of my retirement date and then followed up 3 months in advance on the retirement date to request updated illustrations and confirm the payment dates into my bank account. Retirement date has passed with no payments received, no updates / communication, and now I am frustratingly chasing for updates / confirmation. Poor service, poor communication via a seemingly incompetent administrator.

Good level of communication, easy to understand letters, clear instructions and helpful staff

I contacted them with regards my pension as I am retiring next year they were great to deal with and got all my paperwork through in only a few days excellent service