XPS Group Avis 2 267

Brilliantly efficient and helpful member of staff (Karen?).
You’ve lost the fifth star for the length of time the phone rang ahead of picking up; 18mins mid-morning.

I retired on 11th March 2026. I sent all my paperwork with my options in November 2025. These were added to my file in December 2025. I heard nothing until the 9th March 2026 when I was informed my lump sum payment was being "processed". I recieved written confirmation that my lump sum would be paid 5 working days after the date of retirement (11th March). As I write, it is the 5th working day after my retirement, and no lump sum. I phoned XPS yesterday for some sort of reassurance. I was informed the paperwork "wasnt signed off" and I should have recieved an exact date for payment. I would recieve a confirmation email by the end of the day.....this was yesterday....NOTHING. Apart from the fact youre on hold for a minimum of 30 minutes when you ring them (my record is 1hr 20 mins), I feel like I am being fobbed off everytime. I had had to cancel 2 appts I made today as I had relied on my money going in and it hasn't. Where is MY pension????? Furthermore I am curious how much interest MY pension is accruing in YOUR bank account. Absolutely shocking "service" from this company. You have literally made what shouldve been a happy time in my life, for my family, into an absolute nightmare.

The young lady was very helpful indeed - thank you …

XPS have very friendly staff but they seem unable to progress any queries. The turnaround time on any correspondence is around 10 days even though I have requested a call in case of any issues progressing my pension. I am now more than a month past
My retirement date and have been trying to resolve this since December. The staff seem unable to contact trustees directly to sort out any issues. The company I was with is relatively small and the number of new retirees at any time cannot be more than 5 or so but I still cannot get a clear answer on when my pension or lump sum will be paid.

I’ve recently been consolidating my pensions and have a very significant amount with XPS that I want to transfer to another supplier . All other pension providers managed to transfer within 2 weeks but three months later I’m still waiting for XPS to do it. They have all the paperwork. I’ve contacted them numerous times e by phone and mail. Often mail requests go unanswered for weeks and often not at all. I’m now contacting the trustees of my pension to try and get some escalation. Truly pathetic service.

Very friendly and efficient service once I got through to a human.

Clarifications to requested details

very good response from the lassie who i spoke to. She was very friendly and knew what she was talking about. Plus i didn't need to wait more than a few minutes for the phone to be answered.

14 days before I retire and I've still had no paperwork to consider my options despite notifying XPS 3 months ago. Whilst the person I spoke to was polite, she had no answer for me, only to say it was in hand. I require my pension before the end of the tax year to use my ISA allowance. This is getting seriously worrying for me now.

Due to retire 16/03.
Sent documents via email 8 weeks ago as this was what the letter said. Then received email 03/03 stating paperwork needed wet signature! Now sent 3 emails with no response!rude…
Rang up now a total of 7 times and not once has somebody answered the phone !! left hanging from 45mins and the longest 2hrs 40 minutes!
I sent wet copies via recorded delivery on 03/03 with covering letter and asked for a phone call, STILL no phone call….
I retire Monday and STILL don’t know if i will be receiving my lump some…..What is your excuse

Mr Neil Wright

Your response “email them” is that it ?? have you read my complaint…..they havnt responded to several emails !!! oh AND my limp sum hasn’t been paid!!

XPS were informed of my retirement on 20th of January 2026. Got the anti-scam call 4 WEEKS later. 3 weeks later, I'm still waiting for a response. I have phoned to complain 3 times, am told that the review team have still not listened to the call yet. Communications have been non-existent unless I instigated it. XPS may think this is acceptable, I do not. All this time I am not receiving any income apart form old age pension. I have tried to contact the directors but they don't answer the phone. The staff I have spoken to have been very polite, but they can't seem to do anything to get the process moving.
I have not been impressed.

The lady I spoke to was very helpful

The advisor was very patient and stayed with me to work through a few problems until the issue was fully resolved. He was really helpful and did not rush me.

I've only had minimal dealings with XPS so far but found them very friendly and helpful. Answered all my queries. Was extremely polite and reassuring.

Nice that I didn't have to wait on the line and received a call back in quick time.

Sarah was super helpful and professional as always

Absolutely disgusting customer service, I have only just received my remedy statement which in itself is confusing.
Don’t try phoning you get cut off .
Emails , do not get a response.I find them absolutely useless and they need to look at their customer service standards, it’s appalling

My call handler was great, she knew what she was talking about, was helpful and so professional on the phone! What a delightful experience :)

I have had some IT issues with my Pension Scheme which have been frustrating but have been dealt with extremely professionally by the various call handlers that I have spoken to over several days who were all aware of the issues and continued to find suitable solutions to help.

The gentleman who answered my call was excellent - helpful , professional and warm