Aptia Group Avis 603

Good company to deal with friendly customer service fast and efficient thanks.

Very poor service. I have written a number of times over the last two months asking for an update on my Pension. Since the transfer from Mercer I have received no updates and keen to understand the value as looking at options on retiring. Several weeks ago I asked to raise a complaint but nothing heard. If someone from the organisation sees this then details are Centrica Pension Plan (CMP)- MR N M SHAW

Update:asking what my pension is when I’ve clearly wrote it in my review tells you everything .

Shocking pension admin for Britvic. Don’t get a yearly update of how pension is going ,I asked for a projected options pack of what I can do next June on 55th birthday and have received nothing . I don’t actually know if I’ll receive my pension as reading reviews of others . Unlike other pension providers who have apps etc that you can look on . I will be taking it all out of Aptia next year . Truly awful . Shame on Britvic too .

Without doubt the most frustrating, unhelpful, and incompetant company you could have to deal with. A helpline that never helps, an admin back office that doesn't have a phone line and line managers that either can't or won't help you. First contact in July, retirement date in September and still no resolution as of today. Forms they send out but have no record of, and always a third party's fault not theirs. If i could give a minus star rating i would.

They have always got back to me on all my queries and answered them to my satisfaction.

I've been trying to request my morrisons pension retirement pack since end of September 2025 & after numerous phone calls I'm still waiting & in the meantime iv turned 65 had to finish work early as I'm a full time carer & only getting the carers allowance money to live on & explained this & keep getting fobbed off all the time if this isn't sorted out in the next couple of weeks I will be taking my story to the media.

Have been trying to transfer my pension away from them for months now. They keep sending exactly the same paperwork saying they haven't been provided with the information they require from the receiving company. The information has been sent to them more than 4 times (I personally sent it to them twice). Have tried in the past to transfer my pension away from them but with the same result so gave up (which is exactly what they are hoping I'm guessing). So I will continue with this one until the bitter end. I have also made an internal compaint to them which they haven't even acknowledged. Next stop is the pensions ombudsman.

My pension was sorted professionally and everything was explained so I could understand very good service

Really prompt and efficient response to queries I had on my pension. This had been the case on several occasions in the past as well.

They assisted me with my pension I had with Safeways everything worked out very grateful to the staff .

I have been waiting since June for Aptia to purchase annuity. Each time I contact them I get fobbed off with a Do Not Reply email telling me they are chasing the admin team. Phoning them is equally unhelpful. I am now thinking about contacting the Trustees as I have zero confidence in this company. I wonder if any has got anywhere by escalating a complaint against this disorganisation.

Aptia use a company Ainsworth Direct for payments. Aptia wrote to me and informed me of my amount in June 25. I submitted the forms sent to me. I kept chasing them for a progress report and just got an unmanned reply email saying my request had been forwarded to the Admin team. Finally after many tries I had a reply stating that the amount had been worked out incorrectly and would be FAR less than quoted. This is unbelievable as It affected many of my plans and retirement experience. I have other Pensions and have no issues with them. The worst part was this was at the stage when I had filled out the final acceptance form including signing and providing my Bank details.
The email from Ainsworth Direct was as follows:

Upon review of your quotation, we have identified that the benefits set out in our original quotation were regrettably incorrect. The reason is that the Guaranteed Minimum Pension (GMP) was not covered by the Residual Pension (RP) calculation, which meant the Pension Commencement Lump-Sum (PCLS) should have been restricted and was incorrectly overstated.
We have recalculated your benefits and now enclose an updated quotation. This quotation reflects your correct entitlement under the Rules of the Scheme.

As mentioned this was after the acceptance forms had been received filled in and signed by me including my Bank details. I then received nothing back. I chased many times and eventually received the email mentioned above.

Terrible, inaccurate, slow service. It’s more than 6 months since I first requested a retirement pack; it’s still not received. I’ve had a complaint open for more than 3 months now…

1) you answered all my questions 2)you’re team was very polite and helpful and had good communication/knowledge of pensions and did what you said you would ie sent me all paperwork thank you

Please get rid of your head of Strategy who has a high opinion of himself

After 5 weeks of attempting to register my account as instructed by Aptia, they tell me I’m not eligible to register for one view. Guess complaining was the wrong thing to do, shocking customer service they seem to make things up as they go along.

My experience with Aptia has been unnecessarily stressful and obstructive. I attempted to transfer my pension to a fully FCA-regulated SIPP (Freetrade), and the process has been made as difficult as possible at every stage.

Despite submitting the required “Application to Proceed” form, I was later sent a second “Member Information Form” containing almost identical questions. The duplication is absurd and time-consuming. The documents are password-protected in a way that prevents printing, forcing members to fill everything in electronically.

There is no direct contact, as every email is “no-reply,” so you’re forced to use their slow portal messaging system. The entire setup feels designed to delay or discourage transfers out, not to support members or act in their best interests.

This is not the first time I’ve faced issues. Under Mercer (before Aptia took over), the transfer process was equally difficult and I eventually abandoned it. This time I am completing it, but only because I no longer want anything to do with Aptia’s administration.

The questions in their forms are poorly designed, repetitive, and in some cases irrelevant for a transfer to a regulated UK scheme. For a small pension pot, the level of bureaucracy is completely unjustified.

Based on my experience, Aptia’s process is not customer-focused, not efficient, and certainly not aligned with FCA expectations around treating customers fairly. I would not recommend them to anyone and hope this review helps others who may encounter the same obstacles.

Their phone staff are not able to answer your questions. They have to refer to a back office team that you cannot talk to directly and that give half-complete answers. Makes it impossible to discuss any complex issues nor to make informed pension choices.

Their admin don't know what they are doing. They confirmed they had all my paperwork over 6 weeks ago. Multiple times I have phoned and been told they are waiting on a third party. I phone the third party and they have heard nothing and have been chasing Aptia.

I'm in the process of transferring mine into a sipp. Nest pension pot no issues very straightforward. Hargreaves lansdown dealt with it brilliantly. This however seems to be riddled with diversions and unnecessary process to keep your money for as long as possible. Going by the other reviews this looks like it'll be a long road before I get it transferred.