Hymans Robertson LLP Avis 

I've been trying to speak to someone at this company about my pension for 3 months now (4th Nov 2024 to 28th Jan 2025). I've sent six e-mails and phoned multiple times; after waiting in a phone queue it goes to answerphone and disconnects.

I dont even want to give one Star! Truly terrible experience YET AGAIN from a company that couldnt punch its way out of a paper bag. Why oh why did Clarks outsource its Pensions department to Hymans is beyond me. Trying to get information via a pension enquiry form is like pulling teeth. Emailed and called countless times, either no answer or 'we will be in touch shortly' its MY pension and I want to know specific information that should be available at a touch of a button. WHY is it so difficult to get the information about MY money???!!! I think your trust pilot reviews speak for themselves.

Truly the worst customer experience of my life. I first contact Hyman Robertson in January this year to start the withdrawal of my pension pot, nearly 11 months later, I feel no closer to receiving my money, yes my money not Hyman Robertson money.. Every excuse under the sun has been offered for the lengthy delays and the excuses have been unbelievable. I will be reporting them to the financial ombudsman for their misconduct. I recommend more people take this route as well.
Customer service is appalling with staff not being able to answer simple questions.
So Hymans Robertson requested I send them an email, which I did immediately and 7 days later I still haven’t got a reply.
They can’t blame that on third party administrative services.
What a pitiful company. They need to be investigated for their actions in withholding funds.

Wow shocking… moving my pensions to Pension Bee, all previous pensions were smooth and easy to move. Hymans though who believe “ transferring your pension is a complex decision” decide to send a thick envelope with dribble, killed a rainforest to supply the paper and have made the forms and process as complex as possible to let’s be honest put a person off from transferring out your money. Embarrassing company!

Worst company ever. Took me over a year to get my dad’s pension and I still haven’t got the full amount. They make mistake after mistake after mistake! They even told me there was no money in the pension pot. It’s laughable how bad they are. They delay and delay and sell everything. Ignore emails ignore phone calls. They need investigating because they are nothing short of cowboys. Do no trust them!! They will lie and lie and lie over and over again.

Absolutely dreadful experience and still waiting
I turned 55 in August, unlike other companies I didn't receive any information about my pension, as I expected as my husband had through another reputable company.
I eventually emailed, and had no response so I rang, which in itself isn't easy at actually get through. No matter, I asked for information. After 3 weeks I received a package, which gave me 3 options, take 5%, transfer it to another pension or leave it.
I rang again as I wanted to take the full lump sum. I was told i wasn't allowed which I argued my point and 2 weeks later I was told actually I was allowed. I returned the requested paperwork and have rang every weeks since. Since then I have been told, we have ever we need, then, oh we need another form filling out. Then again we have everything we need and then oh we need more
paperwork.
Until last week I was then told they had everything and it would hopefully be processed by the 7th for pay out day on 21st. I rang on the 7th to make sure this was happening, I was told'hopefully'and to ring today to confirm. I have just rang and been told it is in progress and hopefully I will now receive it on 21st December as I missed the cut off date because of a form I sent 3 weeks ago!!!!
I don't believe a word they say.
My advice, if you have a pension held by Hymans transfer it will you are still young enough to cope with all the stress because this is very stressful.
Updated:
I emailed the TPAE, email address given in replies to previous reviews, it won't let me add it here. I had an immediate response and this has now been sorted out within 24hrs.
Joanne Botham

Absolutely shocking customer service. Basically I reiterate everything on the bad reviews. No returning calls or emails. I've had to chase constantly. Any little excuse to hold off paying out. The Prism website isn't up to date. The online figures don't match the paper quote. I'm just on the cusp of going to the Ombudsman. They want to charge £217 plus vat for another quote if you request a second one within a 12 month period.
Aviva and Royal Phoenix. All sorted with 7 days.
SORT YOUR COMPANY OUT!

ABSOLUTELY SHOCKING COMPANY. THEY DO NOT RESPOND EMAILS OR PHONE CALLS. APPARENTLY ROTHESAY TAKING OVER . ARE THEY GOING BUST ? IT WOULD SURPRISE ME.

Absolutley shocking service. It took these useless minions over 3 months to pay my pension out. Question after stupid question even though i had submitted all the paperwork. The other 2 pensions I had from other providers were paid out in 2.5 weeks and 4 weeks. Avoid these fools if you can

27.09.24 UPDATE- The 3rd party admin services that work on your behalf? Why did all the correspondence have a Hymans Robertson official email footer? They are your responsibility. If I contact you what will I get? An apology? Too late! I'll keep the review there thanks.....along with all the other negative ones you've recieved

Just useless , my wife has been waiting over two months for a pension payout , just endless excuses and hoops to go through .

The actual pension performance was poor.

There isnt enough space on this site to communicate how utterly appalling the service from this company is. The communications get dates, names and key details wrong, they respond to complaints yet do nothing to improve. Its now over 2 weeks since I asked for an update on my 2 Morgan pensions - NOTHING. I am hoping the Directorship of Morgan read this and all the other reviews and fire them as they seem incapable of doing the job they are paid to do

I emailed Hymans on 1st May requesting confirmation of my final salary pension value as part of planning for retirement. All I received in return was an automated email informing me that they will endeavour to respond to my query "in line with the service levels agreed with the Trustees”. A month passed by and still no response and so I emailed tham again on 3rd June with the same request for a pension valuation and also asking for confirmation of the agreed service levels in order to set my expectations for when I could expect to hear from them. Another month passed with no response and so I emailed again on 4th July which solicited exactly the same response - i.e. nothing! Why anyone would appoint such an ineffective organisation to administer a pension fund is beyond my comprehension. Perhaps if Hymans spent as much time responding to members queries instead of responding to their complaints, the number of complaints might reduce. In the meantime, I am still awaiting my pension valuation...

I wanted to believe that my case is an isolated incident. Sadly it seems this company is even worse than I feared. I requested a pension transfer and the company has received all the required documentation. Contacted Hymans twice to get an timeframe for completion of the transfer and had no response to both emails. I have now sent a complaint to their tpaquery email (their complaints team) I have told them I will be contacting the pension ombudsman if i dont get a response in 5 working days.

I cant begin to imagine what the culture and leadership, including the so-called trustees, look like from within the company. Their processes, culture and systems aren't fit for purpose. They insist on emailing dodgy paper forms back and forth in this digital age! This is a company that blatantly treats customers many of whom are pensioners with complete contempt. All you get are automated emails saying they will endeavour to respond within their service levels. What mealy-mouthed waffle! What are these service levels? Come on. You have none!

I am baffled why organisations choose this incompetent organisation as their pension administrator

Not sure why this company has a 1.4 star rating. There are 63 reviews. 61 are 1-star, 1 a 4 star and 1 a 5 star. How the heck does this weight to a 1.4 trustpilot? I would have given this company a zero-star rating if that was available

Please, please, i implore anyone facing issues to escalate their complaints to the pension ombudsman. Regulation in the UK is crying out for a massive overhaul, but more complaints may help in the drive for reform. No wonder more and more people no longer trust the pensions system

Edited: 22 July 2024. Just seen a reply asking me to contact tpaenquiries despite my message stating Ive already contacted this same address. Proves what ive suspected: these replies are from bots. Hymans doesn't read these reviews!

They can't even pick up the phone! Totally incompetent administrators. Any company using HR for their pension administration shows the contempt they have for their employees past and present. Trying to sort out a Serious Ill Heath Payment for a client who has very little time left and can't even speak to anyone to see what else they need. Everything requested was with them last week, no acknowledgement or correspondence received. Good luck to anyone who has the misfortune to have to deal with Hymans Robertson.

I would give ZERO or even negative stars if I could. Shambolic and blatantly adversarial. I would suggest you go anywhere but to these awful incompetent people. I have no idea how they aquired control of one of my company pension schemes but I rue the day they did. Taking control of a scheme then not informing you? I had to spend half a day investigating who had the money and eventually found out, wrote them a very pleasant email asking if it was them and asking of status of my pension their reply summed these last year or so perfectly they just said “yes we are” …. Nothing else! I contact them again immediately pretty miffed at their curt reply and now they say “we reply within 8 weeks!! “ then Imposing £200 a shot charges for asking for transfer values number more than I per year which is valid for 3 months! Now someone tell me how you do business with a ‘company’ that replies once in 8 weeks with a 12 week window then charges you £200 for each communication after the first. Highway robbery. I wouldn’t touch them with a barge pole. My quote fell by £21,000 soon after they were charged with looking after my retirement - seems I am in the worst possible hands reading the rest of the reviews on here. Can’t wait to get away.

I am a member of the ATOS UK 2019 pension scheme - (2010). I have made nemerous requests for illustrations for my pension, retiring in April 2024 and July 2025 so I can make an informed choice.
Having been assured numerous times the information will be sent by email and post also the requests have been escalated. No relavent information received.
I did receive an illustration dated 20th February 2023, over a year out if date and a retirement date of July 2023. Not only one copy but two a week apart.
How can I make an informed decision with out of date information. Hymans Robertson will reply to this with a generic statement that it is the third party administration service to blame and to contact Hymans Robertson direct.
The amount of negative reviews left you presume some action would have to give a better customer service but they just ignore the reviews.
A so called professional company like Hymans Robertson cannot even give me an illustration, what chance do I have of receiving my pension.
HYMANS ROBERTSON SORT THIS OUT NOW.

Thank you for sorting this issue promptly and thank you to Andrew who dealt with my call this morning in a very efficient manner.

You call and they promise to respond promptly but they don’t. You email and they totally ignore the questions asked. They blame others for their incompetence and they also presume that you are stupid when they tell you that it’s all very complicated. What else can be said other than avoid this company at all costs. They are totally useless, their web site is basic and it takes months to update and even when they eventually do carry out an annual review they fail to update the value in their own pension tool. Please don’t respond to this review advising me to contact anyone in your company, just look at all the one star reviews below and go sort your company out!

Reply to HR’s response….

Perhaps if your staff actually took the time to read and responded to my last email exchange dated 18th March AND dealt with the points raised then there would be no need to contact anyone else! Let’s see how long it is before they do respond and if they do address the points raised?

I sadly cannot leave a negative score. I feel very sorry for anyone with their pension being administered by these complete incompetents. You have no chance. Their customer service is utterly appalling on every level. It took me two and a half years of being constantly ignored for them to finally enact my court ordered pension sharing order, and when it finally was done, they calculated it incorrectly.
The worst company I have ever had the misfortune to deal with.

I've been waiting several months to transfer out of Humans Robertson, I've chased and spoken to a girl called 'Indy' whom reassured me that my request had been processed, but still no news? Unfortunately my legal team will be getting a call soon to take over....I can not recommend Hymans Robertson, they have fallen short of the service we expect from them. They respond on here and say 'the third party people we employ' etc....that's just a cop out,.and paints a poor picture of this company, move away is my best advice to anyone with a pension with Hymans Robertson.

Update, X1 month later, my new pension provider has updated me, they are still waiting for a response from Hymans Robertson!!!!!?????????

Legal enquiry has now been launched, I hope for Hymans Robertson sake they respond to the legal team!