Hymans Robertson LLP Avis 

I have suffered a similar fate at the hands of Hymans Robertson as most other of your reviewers. Their customer service levels really suck. I have been trying to obtain my regular pension payments from this organisation for 6 months now and I feel like I'm getting nowhere. Firstly, there was no communication from them whatsoever at the time I retired, even though they acknowledge in all their documentation that my normal retirement date was in June 2025. After a battle to obtain the correct contact details for the scheme I am connected to due to the total lack of any information on their website, I contacted them to find out what was going on. It then took them well over a month to send me my projected benefits and instructions how to proceed, which required me to confirm that I wanted to receive my pension payments....well, duh!!! I was then instructed that I needed to send them numerous documents electronically using their dreadful software, which didn't even provide an acknowledgement that the documents had been successfully submitted. A few more weeks went by before they advised me that I had failed to submit one document, which I duly did using the same awful software process. More time passed, and then I was advised I would need to electronically submit ID information using another piece of software....this required me to supply photographs using my phone. Unfortunately the software didn't work as it was unable to detect the camera function on my phone, even though it is a late model iPhone. I then tried my wife's phone, which is the same model of phone and, lo and behold, the camera was detected....however, yes you guessed it, after several more weeks of silence my ID was then rejected. The reasons for rejection weren't given, so this meant I had no idea how to submit the ID any differently. Anyhow, I persevered, assuming the rejection was because of the use of my wife's phone, I tried my phone again, only for it to be rejected again for the same reason, so I tried using the camera function on my laptop. I am now in this period of radio silence again, have been waiting for a further few more week having no idea whether my ID has been accepted. I strongly suspect that Hymans Robertson will now come up with yet another excuse to refuse my submission and delay things even further, and I am very strongly suspicious about their motives for introducing these delays. Throughout the process, I have been regularly calling or e-mailing this company.....it is very rare to get through to anybody, and on the rare occasions I have managed to speak to their staff, they come across as very flippant, non-caring and totally unable to deal with the problem there and then...they just refer you back to their infernal process and dodgy software. Phone calls are frequently not answered, and then you are invited to leave your details, with a promise from them that they will call back...I have left several voicemails and on no occasion have Hymans Robertson had the courtesy to stick to their promise and call back. E-mails are ignored, or if they do respond, it tends to take them at least two weeks, which is just appalling in this day and age. So, I still feel I am miles away from getting these payments being paid, shocking to think this is MY MONEY. I can't believe my former employer that are a very highly regarded and long-standing British company engaged the services of such a dreadful company as Hymans Robertson to administer the pension scheme. My next port of call will be the Citizens Advice Bureau (apparently the FCA do not deal with complaints from individuals about their personal issues!!) as it a complete waste of my time trying to communicate with Hymans Roberston and I'm not sure what I can do to persuade these clowns that this is serious and needs sorting out.

I do not normally write reviews but I have had a saga going on with this company for the past year or more. I have an ancient pension policy which matured at the age of 55 which has been and gone. Paperwork filled in months ago and all security checks have been completed and passed. Impossible to get a answer from anybody and they just talk from a script. When you do finally get to talk to somebody after redialling for two hours straight they say somebody will call you back but this never happens. I had a pension forecast which told me how much money I would be receiving so I accepted that and then I had a letter telling me oopsy daisy we've made a mistake and you only get half of that now. I have now had to opt for this smaller amount after their mistake as I need my money out now! I have twice asked for their complaints department email and contact details to no avail so I am now fed up and will be going to the finance ombudsman. Since C&J Clark have moved to this company I'm wondering if anybody actually ever receives their pension. This is my money and they are now basically keeping it from me (and others by the sounds of it). Unfortunately I cannot give them zero stars.

My experience with Hymans over the three months I have been corresponding with them to start my C&J Clark pension has been nothing short of infuriating. After them providing a quotation and me uploading the identification documents their service has deteriorated into a farce without any agreed timeline.

* Zero Communication: They routinely fail to return calls as promised and leave you in the dark about the status of your application. Not once have I received confirmation of receipt (email or letter), updates on processing, or even a vague timeline to payday. It's as if your paperwork vanishes into a black hole and them with it.

* Chaotic and Incompetent: The identification requirements change with every interaction. One day your identification documents are complete and acceptable, the next they’re want something else —without explanation or consistency. Then, they are waiting on you for something you know nothing about. It reeks of disorganization and a complete lack of internal coordination.

When I exercised my right under GDPR to refuse the new IDScan bio-metric identification, the Hyman's response was shockingly retaliatory. Instead of respecting my legal rights, and following the documented identification process they had sent me with the application, they began to obstruct the process: no more emails and the customer service tone turned noticeably colder. It felt like punishment for asserting control over their usage of my own personal data—a disturbing display of disregard for privacy and customer rights, and most certainly illegal under GDPR. I am sure the ICO and Pension's Ombudsman will take a dim view of these business practices when this is reported to them, in due course.

* Contempt for Customers: Calling them is a masterclass in being treated with disdain. If you can get someone to answer, staff seem genuinely irritated that you dared to ask for clarity about your own pension. The tone borders on hostile, as if you're an inconvenience to them.

This is not just poor service—it’s a systemic failure of basic professionalism. For a company entrusted with something as critical as retirement savings, their behaviour is unacceptable.

Contrast this to other UK pension providers who managed to turn around my other pension applications inside of two weeks having been given the same information and identification, and following a similar application process.

Horrendous service.its been ages of back and forth .so long.i forgot about doing it until a letter was sent in April .I had many things to do so that would of left time to gather information.but instead I call and email.no reply .oh but when I finally got thru.i was told to ring yet another line.im actually dealing with late mothers estate and the lack of empathy and understanding wasn't there.i also have to mention that a disgusting lady called me .such a bad attitude.infact it was so bad I couldn't talk to her .she was shouting and clearly seemed feedup.i wish I got name .I just called with my info as it was asked in letter.the letter seemed straight forward but not wen I called on Tues 30th sept .she was being difficult and jot helpful e.g
Instead of asking me clearly for national insurance number she says have you no interim to which I asked her to repeat and that I'm not sure what that is but I do have my national insurance card.this is very sad time in my life right now.iam so sorry I got to deal with this ridiculous company.where are the staff what the heck is going up there.listen if you lot are busy why don't you make things easier .if u don't want to talk to the customer then why make us chase you for a silly link to upload details.
I wish to god that I have to deal with them and that I got such bad service .is it because we have to deal with you that you feel the need to treat people so poorly.furthermore why is it no one has responded .you are obviously holding funds that are not yours .well I reported this to the government already.im really not expecting much from this situation however I do know if it's funds that you are supposed to distribute correctly.from what I see it's on par with Hermes delivery service.meanwhile I'm having problems getting my form passed .the letters asked for certificates and until I contacted you all I wouldn't of known anything and now I'm non the wiser and they still have my mothers money .
I really am shocked and disgusted this is how things are done I really do hope someone does their best to straighten you all out because from ratings .it's more than bad

My wife has a Sunlife Financial of Canada Final Salary scheme administered by Hymans which has been in the process of transferring out for nearly 6 months!! Despite logging a complaint via my IFA which Hymans have missed the deadline for a response, they continue to 'fob off' with various excuses just to get you off the phone. They promise to call back... they never do. They advise that a VM message was left... It never was. How this company is still administering pensions is a complete mystery. This company is an absolutely disgrace and should be avoided at all costs.

Just unbelievably slow to do anything. Took 3 months for a retirement quote for a kingfisher final salary pension. I want to commence my pension now since getting the quote. They state all documentation can be submitted online which I have done a while ago . I’m still waiting for them to even acknowledge documentation uploaded electronically, let alone action it. Do they even have any competent staff at all or are they all AWOL pretending to WFH whilst doing nothing at all, or use some substandard outsourced service which is not being managed properly against clear SLAs. Bring people back into the office 5 days a week or put them on a PIP, manage outsourced contracts against clear deliverables and SLAs. I reckon they need some improved automation and could replace their entire staff with AI and still give a better service.

If I could give 0 stars I would. My dad passed away in December and paid into his pension all his working life, most of it for Clarks in Street. Mum's solicitor has provided information time and again. His letters/correspondence has been ignored. He has also written letter of complaint and gotten nowhere. As it's not really part of the probate, he has stopped dealing with it as getting nowhere. Mum is entitled to sone of dad's pension and is still waiting 8 months later. She's really upset and doesn't know which way to turn. One office wants one thing, then a different office asks for the same thing again. We've had another load of forms to fill in asking for documents yet again. Was thinking of Watchdog or similar myself. They are the shi**est company. Solicitor has had trouble with them in the past with other clients. Why be this way?
UPDATE: resolved end of September. Finally got payment. No letter or apology. Mum went in and saw local MP. Coincidence???

We have been waiting for over a year for information about my late Brother's pension and was is due. Our solicitor has been writing almost weekly to them and if we receive anything at all (which is rare), it is only to say we are looking into it. This is appalling service in the 21st century and shocking in that they deal with bereaved families in such a poor manner. Maybe I should get the press involved in this very shoody company and ensure that their very poor service is exposed to the wider public (BBC watchdog me thinks!!)

I only have a small pension with Wimpey Construction, now Taylor Wimpey, but getting an statements, which they are legally obliged to do, is a joke. I have no idea of the value of my fund. I've been fobbed off for years, so this time i will take it to the Ombedsman. I have two other little pension schemes, which have apps and I can see the growth and withdraw if I so wish. This company uses security as their excuse. What pension provider will not tell you how much you have, even after going through a rigorous security check......well Hyman Robertson won't. I was told it can take up to 2 weeks to get an estimate. Still waiting.

Avoid avoid avoid!! Took me over a year to get my dad’s full pension. 3 times they got the fee wrong. Told me there was nothing in pension pot. Then every time I questioned them about it a new fee would come back. I couldn’t believe how amateur they are. The figure still isn’t right. They will try anything possible to avoid paying your pension. Customer service is shocking! So rude and arrogant. Will be taking this further

I’m absolutely disgusted with the whole process works, you would think that with over 100 years experience,1400 experts they would have got there act together by now. It’s a constant battle to get anywhere with these people. Dragging their heels at every opportunity. You are playing with people’s lives. I would rather deal with an imbecile because they would probably do a better job then these cretins.

I have a company pension through Channel4 of 24 years and I reach retirement age within a year. After over 4 months of try to get information out of them so I can take my pension, they have so far just brushed me off. I have no information or valuation. Clearly they do not value their customers. Dealing with them has been a 100% negative experience. I would advise against using this company.

I had to use this company to retrieve a pension, from day one it was a very negative experience. Took for ever to get through on the phone. I had to withdraw my pension in 2 parts all in all it took nearly 6 months to get the whole thing sorted and actually have the money in my account .
The first part arrived on the date they stated I left it a few weeks and then called them to ask about the remaining amount only to be told they had processed all I was entitled to and that the account had been redeemed. We are talking 1000's of £'so. When I questioned the gentleman on the phone he got agitated and said he wasn't prepared to discuss the matter over the phone and I'd have to wait for a written explanation.
I didn't rest as it was half of my pension pot missing . I called a couple of days later and spoke to a lovely young lady who after investigating where my money was , she told me that the payroll had made a mistake and that both parts of my pension should have been processed at the same time and it was an error on the payroll department.
I do wonder what this company are doing as had I not perssued it where would my money have ended up .
Why a company as big as my ex employer are ,they choose to use such an incompetent solicitor as these .
Eventually I had all I was entitled to safely in the bank .

This company is so bad. Been trying to locate lost pension since January 2025. Told couldn’t locate me do sent document that was sent to me back in 2022 from them to say they had located me. Then asked to log onto a link provided by them to upload confirmation of my ID. Only for it not to work. Took a few more weeks and emails before getting another link which did work. Told would take 4-6 weeks for transfer figures from the actuaries. Explained may not transfer yet but would like a pension statement to see my information which was told would be 1 or 2 days. Now 4 weeks in and still nothing. Rang and emailed again to be told it could be longer and can’t send statement as need actuaries to come back with figures. How can that be right. This is a company that has all my information but isn’t telling me nothing. I could take pension from Age 55 which was back in December but basically told ring back in 2 weeks if not had any information sent by then although they did mention there is still no guarantee that I will get this information in 2 weeks time as the person I spoke said it’s an outside firm dealing with the figures. When question who he didn’t know. This is my pension and I should be able to get figures within a week not 4-6 weeks and I should also be able to get a pension statement as they should be available every year. So why can’t I access this information. Everything feels wrong about the information provided by this company.
0 stars as told information from a member of staff was incorrect and thry shouldn’t be telling me it would be 1/2 days for a statement to come through when really it should be. Not to have no information about my pension worries me.

Absolute rubbish start with this customer service is useless trying to claim my pension cash back rung them twice waited for email to say they had received my documents they said they sent me an email and then admitted they didn't after I said I was going to a financial ombudsman I was advised by a legal person at my works I am waiting for more information from them I can see me going to financial ombudsman if something isn't sorted I also have contacts at the BBC

Trying to move a very small pension of around 14k to my SIPP. Wow £500 fee hidden as a transfer quote? I can look up my pension fund value in one click. Assuming an admin team member earns £250 a day, this works out as 2 full days to get a valuation? One for the Pension Ombudsman, consumer duty perhaps? Perhaps you can reply as to how you justify the charges?

"Please note it is the Scheme's policy to only provide a transfer quote free of charge once per 12 months. A fee will then be levied for each subsequent request by (and then provided to) a member within a 12-month period. Please be advised that this period commences from the date of our quotation. The fee for each additional transfer quote is £500.00.

I have a very small pension with them. Last year I thought I would enquire about how much it was worth exactly and my options.

For the first few times trying to call them, I was put on hold then swiftly told no advisors were available before being disconnected. I left my details when asked to do so, but no one called me. When I eventually got someone to speak to, I was told an information pack would be emailed to me. Some time after, I received this via email with no decision forms attached. Again I called and emailed, I was sent out an information pack in the mail, Again no decision forms enclosed. I had decided to take all of my money as it was such a small amount.

This all started in October 2024. At the beginning of December 2024, I was promised that the correct forms would be sent out, I went on holiday for a week, came back and had received nothing. I called again and was told the forms would be sent out and it would take a month all in to receive my money.

After sending the decision form back, a month later I had heard nothing, this was February 2025. I called again and was virtually laughed at when I said I had been told everything would be settled in a month.

I contacted them again in March to find out the progress and said I would be taking this to the pensions ombudsman as I wasn't happy with the way they were dealing with thing's. A couple of days later I was sent an email explaining the final amount I would receive, I only had to fill out part 1.3...maybe you have already guessed, this part was not attached. I have now waited 5 working days for a response. I contacted the email address that most have been asked to use on trustpilot yesterday, unsurprisingly I have had no response from that.

6 months ago I started this process, I have never know such an incompetent company.

I am extremely suspicious of the way they are conducting themselves, seems to be a theme of 'forgetting' to attach documents, these 'delays' experienced by most seem quite sinister to me now. As most have said here already, I would encourage people to report them to the pension ombudsman and get them to look into their practices.

I also agree with the person who questioned the responses given to reviews blaming a 'third party'. You have contracted this company so the blame is with you ultimately so stop trying to hide behind that, we are not stupid.

Zero stars... They are without doubt the worst company I have ever dealt with. Repeatedly sent documents and after weeks of delay say they want a different one, or that document wasn't correct. Always citing agreement with trustees and their standard terms. Simply do not care at all. Pension due to 90 year old mother has not been paid for 4 month's! C&J Clarks should be ashamed of the way their pensioners are treated, shame on you...

In reply to Hymans response. Firstly, interesting you can reply immediately to an online review, but do not respond to emails and phone calls? Secondly, there are already 2 complaints in place, which apparently take at least a month to look at.

Hymans do not pay your pension on time and on the agreed date and have no clear policy available to read on their website about adding on interest payments if they do decide to drag their heels. The Pension Ombusman recently ruled that all pension providers should provide this information and not to give interest to customers on late payment of pensions is quote: "inequitable" (e.g. compare with base rate plus 8% is the way the Govt charges you if you're late making a pension payment to them).
My first monthly pension payment was made on 6th March, but not the 25% tax free withdrawl amount which was over £100,000 and due also 6th March. When I called to complain, (as they do not answer emails - terrible customer service by the way), "Oh sorry we've got a big back log of payments due - I can see it should have happened, now you've flagged this I'll try to get the payment prioritised" This is supposed to be a reputable finance company. If they do this trick for everyone it's worth millions to them in interest.

Nothing changes with this company this is my second
time of writing a review the previous has disappeared
It is now nearly 12 months trying to recover money owed just one delay after another other more information the trustees require .The admitted responsibility 4 months but still waiting for payment.
Clarkes should look at these people and take there pension scheme some where else as this company has no clue how run the business