LifeSight GB - master trust pension scheme Avis 

Quick and efficient.
Pity their not all like that.

Excellent, professional service from LifeSight. The whole process was handled efficiently and clearly, and I found the support I received extremely helpful throughout. Communication was prompt, knowledgeable and reassuring, and my queries were dealt with in a very professional manner. A very positive experience overall.

I had some wonderful support and help from Christina Palmer. She showed such kindness patience and empathy while dealing with my Lifesight query.
She is:
Professional
Kind
Shows empathy
Great People skills
Conscientious
Cares about people
She is a credit to her team and an absolute credit to Lifesight!

Jack was extremely quick and helpful in resolving query regarding my pension scheme

4 times it timed my connection out as I was in the middle of a chat session with an advisor - even when we were actively replying to each other. Each time I got back in I had to through the same handshake and explanation of my issue. And each time the initial response back was to reject my request as "waiting for confirmation" that each previous advisor had found when I referred them back.
Eventually I managed to stay connected long enough for Vanita (many thanks to her for her help and professionalism) to confirm I am now officially a leaver, you do have my personal details change request, and it will be actioned "in due process". Not the ""We'll do it right now" I was hoping for, another 5-10 working day delay on top of the months I've previously spent waiting for responses from WTW about other issues. I just hope it is all sorted before my account is mothballed and my money goes missing.

A week later after my previous review and complaint and still nothing has been resolved. Emails promising changes, but still waiting for the promised phone call within "24 to 48hs" over a week later. Extremely dissapointed that after several months of trying to solve the issue I need to fill a complaint and come to trustpilot to get their attention. Very very poor customer support

Hayley is a fantastic asset for LifeSight.

Where the rubber meets the road, Hayley is firing on all customer service cylinders.

Her lovely Welsh accent, and consistent can do attitude, truly is brilliant to experience, and so, LifeSight should hold onto Hayleigh, and make sure she's part of the brickwork for years to come.

Thanks, Hayleigh; enjoy Hallstatt!

I have had a very disappointing experience with this pension provider.

The welcome pack was sent so late that I had no realistic opportunity to opt out within the required timeframe. As a result, money has been locked into a pension that I am unlikely to ever benefit from, and despite my attempts, I have been unable to obtain a refund.

To make matters worse, the customer service has been extremely poor. After initially responding and asking me for additional information, I provided everything requested, only to be completely ignored. My follow-up emails have gone unanswered, leaving the issue unresolved.

Overall, the communication has been slow, the support has been unhelpful, and the entire process has been frustrating. Based on my experience, I cannot recommend this provider.

Very useful
Informative

This company has to have the most complicated website ever created.
Any replies are automated and direct you to the website. If you call they say they will contact you and send the email

I started transferring my pension from LifeSight to J.P. Morgan on 22 January 2026. It is a pension from a former employer that I want to consolidate into my main pension. Almost six months later, the transfer is still not complete.

Throughout the process, I have responded promptly to repeated requests for additional information, forms, signatures, and checks. The process has involved successive requirements, with limited clarity about what remains outstanding or when the transfer will actually be completed.

The latest request is another example of how unnecessarily difficult and inflexible the process has felt. I have also asked whether LifeSight can offer a more accessible way for me to meet some of its administrative requirements, but I am still waiting for a clear resolution while further verification steps continue to be requested.

I have previously transferred three pensions from other former employers’ schemes into the same J.P. Morgan pension. Each was completed within three months, quite seamless, and none involved anything like this level of difficulty.

I understand that pension transfers require appropriate checks, but this process has felt excessive, poorly explained, and full of unnecessary barriers. After almost six months, my pension remains stuck with LifeSight, the transfer remains incomplete, and I have not been given a firm completion date.

This is not good enough. The repeated delays, changing requirements, and lack of clarity are particularly challenging for someone with ADHD who finds prolonged, repetitive administrative processes difficult.

Informative series of Webinars covering all aspects of WTW LifeSight Master Trust. Phil Percival was particularly clear in the Q & A sections which followed each session.

Great online chat option to clear up any issues.
Got through to Amelia, who was great and replied instantly. Usually the agents deal with multiple chats which results in waiting for an answer.

It was great to have a session explaining how to use the online tools available for managing my pension. I feel better informed

Hayley P (senior pension administrator) is an absolute credit to the life sight team. She is professional, efficient and knowledgeable with a warm, friendly manner. She has made what could have been a very stressful situation manageable. Everything I asked she either had the answer immediately or went to find out and got back to me quickly. I never had to chase her for replies, she always came back to me promptly. I hope that going forward my dealings with other members of the team/app will be of the same high quality as they have been with Hayley.

Good easy information given oit by Phil Percival.

Great informations and walk through of the options I. The Lifesight portal

Clear concise information, thank you 🤩

Chat bot question was quickly transferred to the correct person who then directed to the correct process to follow.

Extremely difficult company to deal with. Rude and unprofessional. I have recently received 4 emails this month alone (not one from the last 15 years) with no account details. Asking me to log on and track my pension. Rather than put my details on I called confirmed name and national insurance number. They wanted me to confirm the address on the account?? Weird that they could not tell me who the pension was from or how long i'd had it. I explained that I have moved 5 times in 10 years so could be a number of addresses and I certainly wasn't giving them all my addresses. I explained all they had to do was confirm the 1st 2 numbers of the postcode and I would tell them every part of the rest. They would not budge. I have tried recalling my supposed account number and I am still waiting for the password reset email (AFTER 4 REQUESTS) Honestly awful company to deal with. Who appears out of nowhere and provides no assistance and is less than helpful. I cannot wait to shift my so called pension out of here. Even if I lose money I wouldn't care as I wouldn't trust them with a pack of crayons!!! Wait for the response..... We'll help you access your account just provide your details.... That's not happening. You've had 5 chances.. Cannot wait to transfer away from them