Hymans Robertson LLP Avis 

I too am having problems with being ghosted. I started the enquiries back in February 2026. Filled out the forms and uploaded all the documents required at the start of May. Then it went silent. I have emailed and called the helpline to be told every time that my enquiry will take 20 working days despite the number to call being for URGENT enquires!!
I am requesting what I am entitled to, and getting the feeling as others have suggested that Hymans are holding on the the money. Not good enough. If I do not hear back by the end of this week I will be escalating the issue to the Pensions Ombudsman.

The 20 day customer reply window is appalling. While this may be required for complex calculations, simple admin requests should not be shielded behind this target. I have not had this poor level of service from Hyman Robertsons in my previous dealings with them. Who has authorised the new - no direct contact with clients policy?

Writing this on behalf of my Husband

I am now going
to log an official complaint now regarding the issues I have been experiencing with Hymans Robertson with dealing with my pension settlements. I had received my retirement options pack in 26th of May 2026, after being awarded ill health
Retirement, After completing my chosen option and returning the form I received no further communication until 4 weeks later, to say they had received my form and that I hadn't selected any options to indicate whether I would be receiving any other pensions. NO WHERE on the form did it ask for you to select an option! It states if you are not in receipt of any other pension go to the next and so on!! Which I did.

I was asked to make my selection via email on to a digital copy to which I did, I also took the time to Print out a paper copy and posted, to ensure all areas were covered! A few days later I received another retirement pack asking me to complete and select my options!! What is going on with the administration department and the lack of communication correspondence and ability to process my request? I was then asked to provide and verify my identification, which I sent and once again I have been asked to provide it once again as apparently my image is slightly blurry!!!

Due to this ongoing hold up in processing my pension, I have had to use all my savings to cover my mortgage payments and daily living expenses. This is putting undue amount of stress on my myself and my family, as I am solely responsible for ensuring family finances are maintained in our home. Due to my wife being a caregiver to our autistic adult son.

This is an absolutely appalling company to deal with. Calls are ignored, the website is poorly designed and they hide behind the "Receptionist portal" who explain that, "they have no personal data and cannot do anything to help except refer your problem/query forward to the administration team who will try to get back to you in 20 working days."
Of course, as has been stated before, these responses happen very infrequently.
They seem happy to collect their commission but not happy to assist the pension scheme members from whom they are taking said commission.
This could be translated as taking payment for services not provided.
I'm sure there must be a legal term for this practice.

If I could give a negative score then I would. I have been contacting the organisation since April 2026 with a simple request of a bank account change. Reading all the negative reviews, it would seem that I am fortunate to be actually getting a payment- albeit to the incorrect account.
I have phoned numerous times- all that happens is that someone takes the details to pass on to the relevant team. But the " relevant team", is not responding. I have provided my new bank details via a secure link - and still no response. The last time that I spoke to a call handler,I said that I wanted to make a formal complaint- and they haven't even responded to that. I can only assume that the problems are caused by poor management decisions, which have not put in place sufficient staff to actually process the claims. I am now going to make a written, formal complaint, and if I do not get a response in the designated timescale, then I will escalate to the Ombudsman. It's very disappointing that a supposed, professional organisation, is getting away with such appalling service to the members of the various pension schemes.

Absolute disgrace, contacted them on the 14th April to request my works pension statement as I turn 55 next month, one email reply 2 weeks later stating that they were looking into the pension which they acknowledged they have, absolutely no replies to the other four email requests for updates and you might aswell call the speaking clock than the call centre. Ten weeks upto now for a statement seems excessive with no contact after several requests for someone to contact....next step pensions ombudsman.

i was notified that this scheme was closing in approx oct 2025.
At the time they said they were going to pay me my pension of 17K all i had to do was, give them my bank details and give proof of I.D.
A couple of months later the amount had gone up to 18K over the government limit.
so they gave me a form to fill out so i could still get it, i had to do my I.D again.
They still have not paid even though they said they would on the 21 May.
They have sent me another form that was password protected which i sent on the 06/06/2026 via secure link.
The morning after they asked me the password which they know, as it is my national insurance number.
yesterday i received by post two more copies of the same form by post
if i send them an email it takes them ten working days to answer they then give me a number that i have called but no one answers ,you give them your number and they should call you back (never have)
I have had no response to any email since sending a document which was pension options, i want it all my money to be transferred to my French bank.

Asked for my BSS Group pension options in early April.
Received an incomplete form the end if May, they had missed off some if the details.
Rang them immediately, the usual I can't help you but will pass on the request receptionist answered the phone, please allow 20 working days blah blah blah.
20 working days have now gone by so I telephoned them again and the 20 working days begins again.
It would be nice to be able to access my money.
Terrible service.

I initially had a few problems with this company due to lack of response, I have now had a reply and name for point of contact which is great, communication has been spot on since. Now waiting for my quotes which hopefully won't be too long.

Absolute shower! Try getting a password reset for your pension portal. They have outsourced their call handling who can only take a message and read bland statements saying 'we'll endeavour to get back to you within 20 days'!

Hymans Robertson are a complete disgrace. 1 out of 5 is lowest score I can give as unable to give minus scores. They have no understanding of good customer service. More importantly the serious financial problems they are causing for scheme members who are now relying on their pension income but cannot access it because of delays and more delays. How the pension ombudsman isn't asking questions about how this company is run is beyond me.

As administrators of my company pension, I contacted their Glasgow office back in February asking for my pension but due to delays and lack of response had to put the date back. Like everyone else I'm now in complete limbo as nobody responds in a timely manner. Emailed a complaint to them a few weeks ago but no response. Still have no idea when I'll be able to get my pension put into payment by them. Was hoping now for 1 July but can't see that happening.

They need to get more staff for their Glasgow office or divert their resources from their London HQ office to manage this situation as they are not improving. Reputational damage has been done and I would not recommend them to anyone based upon my experience so far.

Next option is to contact the ombudsman.

Completely useless. Please dont send me that email address tried that many times !and the urgent number they give is just a call handler who takes details and advises a 20 working day wait. 6months trying to resolve. Formal complaint being made.

Very hard work. I have been trying to claim a small babcock pension since last October. They have had my paperwork since 3.3.26 which I wrote on it to send the authorisation link and they have just emailed to ask if I want the link sending . Every time you email or contact them it takes about 4 weeks to respond. The person that answers the phone just takes a message.What a terrible service. I told them last year I wanted the pension for April 26 and here we are in June and no sign of it yet. Its very frustrating. I am considering contacting the fca to complain

Naively I assumed obtaining my pension would be pretty straight forward and based my financial planning on that assumption, my mistake! My application has been acknowledged and I have been through the Photo ID protocol and now nothing has/is happening. I don't know if waiting five weeks for any sort of update is optimistic but it seems Hymans Robertsons are now cut off from any normal lines of communication. No reply from multiple emails including a request for a Internal Dispute Resolution Procedure (IDRP) application pack and now they have employed a telephone answering company to take all calls to the 4382 number. These people politely tell you that they have no access to your account details but they assure you that your message will be urgently passed to Hymans Robertson but don't call again within 20 days. As a result of all this I am in some financial difficulty . Some idea, some indication of what is happening and when I will at least receive my lump sum payment. I wonder if the Babcock International Group Pension Scheme trustees are even aware of what is going on.

Shocking - I have rung the employee dedicated telephone number within Hymans numerous times and no response apart from they take 20 days to reply! I have also e-mailed numerous times and only had a snapshot response from one of their employers who still ignores my transfer forms request. I have now referred it to the Pensions Ombudsmen as 6 months of chasing is unacceptable + a further 12 months of Aviva chasing them as well. Absolute Delay tactics by them.

Hymans Robertson are JOKE ,15 November 2025 i started in the mean time and have spoke two with false promises ,Even Travis Perkins have stepped in now to solve my pension ,Good luck people trying to get your pension out of HYMANS ROBERTSON

* added to TP on behalf of partner

I claimed my FSS pension around the 6th March 2026 for my pension lump sum and monthly payment to start in May 2026, the month of my 60th birthday. I completed all documents as required, including evidence of my former married name, F******** and the subsequent divorce paperwork. I also provided electronic evidence as per your systems, plus provided the evidence by e-mail as requested despite using your systems. This evidence proved my identity and address etc in the my current and maiden name of Ph*******

My first complaint is the seemingly endless e mails asking to provide evidence, but with no other contact to explain why. 

My next complaint is that every time I chase to enquire I get through to someone,  whom although pleasant, will only say - I will pass the message on.

This has been going on a number of times now and yet I still have not had the courtesy of a response or a call or letter saying that my claim is OK or if there is an issue.

Today, I called the number 01212128145 to again be told a message will be passed on and that it will take 20 days before I can expect a response. Going by previous experience, I will not get a reply and are again being fobbed off. I am discusted to note that the agent told me the number was only a call centre and could only pass message on without help or resolving issues. I was not aware that this was the case.

As stated above, I wanted my payments to be made in May 2026. It is now May the 15th and I am none the wiser, having had no response to my calls or queries.

Therefore, as you have not responded so far and as you have not provided a complaint process within the paperwork or e mails provided, you leave me no choice, that unless you provide and answer as to when I can expect my lump sum payment and monthly pension payment within 3 working days, I will make a formal complaint to the Finacial Service Ombudsman, asking for retribution and compensation. 

The clock is ticking.

Absolutely horrendous experience - my father has young onset dementia and has had to be moved into care because of changes in behaviour and the need for specialist care. At such a stressful time in our lives, the last thing we need is further emotional distress. We urgently need to access his pension early to financially support him and my mother. It took over 6 weeks to receive any form of reply to my email (with absolutely no timescales or further information provided). I have also made over 20 phone calls and have left multiple voicemails. I have only once managed to get through on the telephone and incorrect information was provided to me on this call. Disgusting company with absolutely no consideration or care for customers - either they are in financial difficulty or act in this way to delay having to send payments. Avoid at all costs. I will be reporting to the financial ombudsman.

I also note that someone has mentioned that this organisation does not actually manage the administration - if this is the case, then they are still responsible for communicating with customers and providing clarity around timescales. I have never experienced such shocking customer service in my life.

I am an IFA, we do a lot of business with HRIS. Their service is excellent and their performance is first rate.

I am sad for them that they have been given so many 1 start reviews for poor pension admin when THEY DON'T DO pension admin (that is the job of pension administrators and scheme trustees) they only pick funds - something at which they excel!

... and no they don't pay me commission - but they do look after my personal money! :)

Absolutely appalling service. I have repeatedly tried to contact them by email and phone regarding my late mother’s pension, and have been met with silence. Calls go unanswered, emails are ignored, and the only communication I received was to request money back, despite her pension appearing to remain in credit.

They have also been unwilling or unable to clearly explain whether funds are due to the beneficiary, or how any balance should be paid. This lack of transparency is extremely frustrating.

This is an incredibly sensitive matter involving bereavement, and the complete lack of compassion, urgency or basic customer service has made an already difficult time even more stressful.

I would strongly advise others to think twice based on my experience.