Aptia Group Avis 601

I have been waiting 6 weeks for a Pension quote and I am no further down the line as to when I can expect to receive this. I am just being told each time it's with the actuaries and being chased. I have no proof of this and when I asked if I can chase the actuaries myself, I am advised this isn't possible.
I am making plans for retirement but goodness knows how long I will need to wait to be able to claim my pension. I am bitterly disappointed with this poor service.
The staff are friendly enough, but the level of customer service is just not good enough!
I have made a complaint to Aptia, so it will be interesting to see if I have a response (and how long I have to wait) but not holding my breath! May need to consider the next step to the Pension ombudsman.

Excellent at developing creative technologies world wide.

Their communication with me as a pensioner is brilliant.
No problems what so ever.
Thanks.

I was struggling to log onto the pension portal so phoned the customer service line. My call was answered immediately and the most helpful, friendly agent Caroline Bone supported me while I navigated the site to re-register. I can't recommend highly enough!

Over the last year or so, sorting out my pension Ive had approx 4 or 5 interactions with Aptia all of which have been 5 star and very positive. Each time I have not had an issue calling in. Ive not waited long to get through and the phone menu is very easy to navigate. My most recent interactions have been with Lindsay and Caroline - both excellent and a credit to the company - knowledgeable, friendly and patient and gave me all the information I needed and the steps I needed to take. I am autistic and am finding the whole pension process overwhelming (I have a few pensions I am trying to sort out) and they were absolutely brilliant - the best of the 3 pension companies I am dealing with currently. A huge thank you to them both!

Logging into the page feels like playing lottery, it only occasionally works, have to reset my login details too often as it keeps saying not matching username and password... No contact number to call for help either....

Terrible company who make it as difficult as possible to withdraw your pension fund.
AVOID

Had a query with logging into my pension with Aptia, Carol the agent was first class & assisted me with a professional approach, the issue was sorted out and she even gave me some advise on how the layout of the site worked.
Aptia are a reliable company and I trust them with my Pension.

I could not have had a better person ( Caroline Bone) to deal with my problem.Very patient and explained how to resolve my issues.Excellent communication skills had resolve in dealing with my issues.

Caroline had an extremely helpful and friendly approach. She took the time to understand my request and gave clarity with her answers. A knowledgeable professional with a real interest in wanting to help customers.

"Can I call back later, the team are in a meeting" - I'm not kidding that was the advice after waiting on the customer service phone line for 15 minutes.

I asked - Could the team call me back instead? The reply, no I have to call them.

How is this company, in any way, a member of the Institute of Customer Service?

I spoke with David from Aptia about my pension today. He was very kind and helpful. Explained everything I need to know and might need to do going forward.
Giving me full reassurance of what is about to happen. He is a credit to your company and human being.
Thank you David

I have been trying to access my Defined Contribution pension benefits since October 2025 following retirement.

Despite repeated contact, my pension has still not been paid. I have been informed that the delay is due to an outstanding disinvestment request with Prudential, which was submitted in March 2026. However, there has been no clear confirmation of completion, no payment date, and limited meaningful updates.

I also raised a formal complaint in January 2026, which was not acknowledged or resolved within the required timeframe.

I have since had to repeatedly chase for updates, including formal escalations, but I am still being told only that they are “chasing” a third party.

This ongoing delay and lack of clear communication has caused significant financial uncertainty and distress, particularly as I have been out of work since November 2025.

I am now in the process of referring this matter to the Pensions Ombudsman due to the prolonged delay, poor communication, and complaint handling failure.

I would like to see this resolved urgently with a clear payment date and proper accountability.

If I could give them 0 stars I would...

I have an older pension from my first workplace between 2005 and 2015 that I have been struggling to track down since December 2025. I finally had a result in February when it was confirmed over the phone to me that my pension was indeed with the Aptia group, I was very relieved it had finally been found.

I was told all my details would be updated with new phone number, address and email etc and I would be in reciept of my new statement and confirmation of updated details in approximately 3 weeks.

4 weeks came and went and no correspondence, I phoned them and was told there was a slight delay but I should recieve the update letter/email in the next 4 working days.

6 weeks now and still nothing, no correspondence. I phoned again and expressed my concerns, at which point I was told my pension was no longer under control of Aptia...it had been moved to legal & general!!

I was very annoyed at this point and asked why this had happened and nobody had communicated it to me?

On hearing this I phoned Legal & general and was told I was not on their system and they had no record of me... I didn't believe what I had been told.

7 weeks now and I have phoned today to spend twenty minutes making a long, complicated complaint with the poor lady who had the misfortune to pick up the phone.

I am now 8 weeks in and have no idea who my pension is actually with, where it is, how much it's worth and what's going to happen...

I was also told that I could not draw my pension right now... Really? You do surprise me being that I am 39!!
I explained I have no desire to withdraw this now, all I want to achieve is 2 things.

Firstly, a current valuation.
Secondly, a policy statement so I can move it as far away from this appalling company as possible.

I finished by explaining if I treated our customers the same way I have been treated in the last 8 weeks not one of them would still have a job.

I have no idea where to go now or how to access my pension...I am at a real loss.

*****UPDATE*****

I have been contacted by Lisa McCallum and I can confirm she has been very competent and helpful, advised where my pension was sent to and I am now set up with my new provider all sorted.

This company is a complete and utter disgrace. Dealing with Aptia has been beyond frustrating — it has been exhausting, upsetting, and totally unacceptable. After more than five months of relentless chasing, absolutely nothing has been resolved. Following the death of our uncle, this should have been a straightforward administrative process. Instead, Aptia has turned it into a distressing ordeal and added significant stress during an already painful time.
We have dealt with several other pension providers throughout this process, all of whom were efficient, responsive, and compassionate. Aptia, by contrast, has been shockingly incompetent. The process has dragged on at least three months longer than every other provider, and it is STILL not complete. Communication is abysmal: emails go unanswered, promised updates never arrive, response times are outrageously slow, and the information we do receive is often incorrect or contradictory.
The level of disorganisation and indifference shown is staggering. It is genuinely baffling how a company can operate in this manner and still be entrusted with people’s pensions. I thank my lucky stars that I do not have my own pension with Aptia — the thought is frankly alarming.
I would not recommend this company under any circumstances. If you value your time, your mental wellbeing, or your money, stay as far away from Aptia as possible.

BEWARE. Exceptional poor. Staff make recommendations on pensions actions that would have severe implications on my pension. When asked if they are advisers, they reply yes - when asked if they are qualified, say they just answer the phone and don’t understand what the different actions do and what effect they will have on pensions.

Aptia are a front for Mercer and they finger point at eachother for any failings.

----------------------------------------------------
Reply 20 April 2026
I do not post personal details online, however see your own internal complaints Ref 31836934 and IDRP 31892982.

Still no Contact and still waiting for my call from the admin manager? I see they have a posted a few fake 5 star rated reviews on this page lol

I spoke with a very nice person, and nothing seemed to be to much trouble with the questions that I was asking about (compared to other companies), everything was dealt with quickly and efficiently. Cannot fault their service.

Outstanding customer service from Aptia this morning. My call was answered within two minutes, and I was connected right away to a very helpful assistant, Caroline Bone. Her guidance was clear and greatly appreciated—thank you