Aptia Group Avis 603

My employer scheme was transferred/taken over by Aptia when I left my employer, it had been with mercer who were far better.
I am trying to transfer my pension out because I want to consolidate my pensions, and Aptia make it so hard to do so. They hide everything in their website, including how to make a complaint.
In comparison, another pension provider that I have started a transfer with had the ability of an online transfer, and all that was required was a few clicks on the receiving provider's website.

Edit:
My other provider completed my transfer in less than 2 weeks. It is February and I am still waiting for my transfer with Aptia to be completed.

Further Edit: It is now March, my receiving provider has said they have sent multiple emails to Aptia with no response, Aptia say they have had no communications and the transfer quote has expired, =(

Had a communication problem with Aptia and had to call them multiple times, but didn't really get a clear answer.
Eventually they've replied with all necessary info.
But comms is painful. It's like they're on Saturn, taking over two weeks to answer each time! :-(

Absolute disgraceful company!
Trying to transfer my money out of their hands and it’s taking absolutely ages.
Impossible to get clear communication, they lie constantly and do anything is possible to delay MY money transfer! Honestly I hate them.

Aptia were extremely slow, made significant errors and failed to adequately respond to my queries about very worrying communications which said they were preparing to transfer my pension to the wrong provider.

When the transfer documents were sent to Aptia I received no proactive confirmation until a posted letter nearly 2 ½ weeks later.

I then received TWO letters from Aptia – one telling me that my transfer would go ahead to the right provider as planned, the other informing me that my pension would be transferred to a firm I had had no contact with and did not wish to move to. In these days of identity theft and scams, this is deeply worrying.

I emailed a staff member to query this to urgently seek an explanation, but I received a “talk to the hand” response telling me to contact Aptia via the portal. I did this the same day, and received a confirmation two working days later telling me that the response had been forwarded on to the admin dept. 6 days further on I had still received no response. I made a formal complaint which resulted in the transfer finally being made.

However my complaint remains unanswered, 58 days later.

This is abysmal service, which helps to gives the pensions industry a bad name.

Appalling service. Been going on since Feb now Nov only just over 200 pounds to transfer i know its not much.but its mine. Lack of help, communication and dont want to know despite my keep asking regarding progress. Company is a joke

Was really helpful and clear

I have now been waiting almost 4 months for a pension quotation. They are excellent at contacting me by phone or email to tell me what they haven’t done, but absolutely useless at providing the simple information requested. I have now requested details of their industry regulator in order that I can escalate my complaint.
Thank god they only deal with the administration of my pension and not the investment side of things!
Following your reply, you already have all the details needed and are allegedly looking into the matter urgently!!!
I’m still waiting 😡

I had written to Aptia to enquire about my pension. I was sent a complete breakdown of available options and was also quoted the length of time it would take to process. I spoke to this company twice and at both times they were helpful and were able to answer my questions. Forms were sent from Aptia and these were returned. The whole process was easy and without delay, they have managed to make payments within there quoted time and the whole experience was as expected.

After reading the reviews, it all makes sense! I’m totally exasperated when trying to make contact with Aptia. I finally got my lump sum but my monthly payment still hasn’t landed in my bank. I’ve been messaging them via their portal (as recommended) and receive the usual acknowledgement email but then all goes silent!

What is going on with this company?

Unable to settle my father’s estate due to Aptia not giving us one piece of information. He has been passed over two years. Emails/calls getting ignored for months. Absolute disgrace.

Transfer Value (CETV):
I contacted Aptia UK over a month ago to request a CETV. I’ve followed it up with emails and further phone calls. The customer service level is non-existent. I raised a complaint in the hope of speeding things up. I received an email saying they would come back to me within five working days.

Over ten working days have now passed, and there’s still no response. Whenever I call customer service, they say, “We are very busy” and that my case is with the actuaries — with no timeline given.

It seems like these guys are running a corner shop. They have no clue about customer service whatsoever.

Try to avoid them if you can.

This is my second experience of abysmal service. My certificate of existence which I had sent wasn’t acknowledged and I was threatened with pension suspension. I wrote about a different issue on 13/10/25. I have yet to receive the courtesy of a response. Absolutely dreadful service

Worse company to ever deal with !! My mum passed away 9 months ago and they still haven’t sorted her pension fund out. Everyone you call they say the dead line is tomorrow. Saying this every time we call. They don’t seem to put themselves out to help !! Awful company

Well. Sad to write this, butbthe service from Aptia so far is lamentable.
My father died several weeks ago. I have had to contact more than 30 companies and government agencies to sort things out, and several weeks later, his Arla occupational pension (administered by Aptia) is still the only outstanding item on my long list of people to deal with.
Originally they asked for his original birth certificate, his original marriage certificate and his death certificate. I sent those weeks ago.
Aptia then wrote to me to ask for my Mum's birth certificate. I called them to ask if I could upload a copy to their portal and they told me yes, so I did that and received an email advising receipt. A week later, I received a letter stating they didn't have it yet. I called Aptia and they confirmed that they couldn't trace the upload. Whilst on the phone, I went through the document upload process again, but at point of submission received an error message advising a system problem. The lady on the phone gave me an email address to send the birth certificate to (in included all appropriate reference numbers) and again, I received confirmation of receipt via email.
I called back a day later to make sure they had it, but they couldn't see it and apparently the Email goes to another team who have to attach it to my case from where it then goes to someone else to progress. It wasn't attached to my case.
The chap who answered the phone said that he would call me back once the birth certificate was attached to my case, but 2 days on and I've heard nothing.
It's all a bit "left hand / right hand" but is important for 2 reasons. Firstly, my mum is 90 and needs to know if she benefits from Dad's occupational pension or not. If so, by how much so that she can plan finances. Secondly, when youre dealing with a Bereavement, you don't necessarily need kind words from companies, you just need to feel that they are competent and interested to resolve your case, even if that means that there is no benefit and the pension died with the deceased.
Of 30 some companies and agencies, Aptia has proved to be the least able to support my 90 year old mother at a time when she needs to know where she stands. Just sad.

Disgraceful, incompetent and insensitive. My wife’s father sadly passed away in February and we are still trying to claim the small amount still left in the fund that he had paid into most of his working life ( we are talking a few hundred pounds not thousands). My wife has provided all the requested paperwork ( death certificates, marriage certificates- both her parents AND Ours! , birth certificates etc.) I appreciate that there is due diligence required (quite rightfully) but this shambles of a business seems intent on deploying delaying tactics to avoid paying out. All this at an already difficult and emotional time. AVOID AT ALL COSTS

I am not prone to writing on these platforms, but feel I must due to the appalling service I had received, or rather lack of, from this abysmal company. My beloved father died in February this year having paid into his Dixons pension all his working life. Despite providing all the information requested we are still no further forward in reclaiming the very small amount due to our family. The organisation has been obstructive, Insensitive and employed a multitude of delaying tactics. We are still no further forward 8 months on. I would recommend that anyone have no dealings with this company if you can avoid it. A heartless company.

I have applied for 2 pensions at the same time, one from Aptia (Saint Gobain) and the other from the Armed Forces. Aptia have been amazing and very professional as opposed to the Armed Forces who have sent me 2 lots of incorrect forms
From speaking to Aptia on the telephone and all other means of correspondence, the experience has been very pleasing and very efficient...can not fault them at all

Over the last few weeks I have had to contact them concerning my pension and over this period I found the person on the call friendly, polite and extremely helpful, and most of all gave me all the answerd I needed. So thank you so much.

Received very pleasant call from service manager
Everything all sorted
Absolutely excellent
My experience phoning other day now in past
Cheers for your assistance Chas