embarkpensions.co.uk Avis 

I was told my pension payment would arrive but it never did. Now I am left waiting again with no real assistance from their customer service. This continuous delay has directly cause me unnecessary financial difficulties and a lot of extra stress. I've had a straightforward experience withdrawing. So far I've had no reason to complain about how M𝚘netian handles my requests. The process has been clear and my withdrawals have gone through as expected.

Its actually beyond belief how poor this company are.
I must have lodged at least 4 complaints over the years and even that is painful.
I am currently trying to transfer away from Embark ......it's taken 18 months.
AVOID AT ALL COSTS

So how long does it take Embark to transfer a pension? A week, or a month maybe if they need paperwork?

Try NINE months and we are still waiting!

we have asked numerous times to speak to the advisor dealing with the transfer, not a chance, just a brick wall!

So you decide to lodge a complaint, well that’s no better, just copy and paste replies, saying they are still looking into your complaint, six months and counting.

I

Oh Embark, you have not improved at all. This time i have let my financial advisor deal with you. We all feel the same mistrust with you. Please Please sort yourself out.
should i be contacting the CEO.

Waiting on your retirement savings only to get lied to about the payout date is completely heartless. They explicitly stated my pension money would arrive today, but now they claim that reassurance was never a official promise, forcing me to face serious financial hardship. Dealimng with that careless customer service desk made me move my capital to #road to millions#. Taking your money out is always smooth there because their actual human staff guides you directly, entirely avoiding robotic templates or frustrating delays.

As with nearly all other reviews, absolutely shocking customer service and response time to get them to do anything, especially when it involves releasing funds! Not even sure how they're still in business given all the negative reviews to be honest!

Primitive and poor service, I could do better myself. Customer Service, very sketchy and uninformed, corporate actions, silence, I can never get an annual report or shareholder communication and therefore can't attend or vote at AGMs or EGMs. The only bright spot is the dealing desk, who are smart.

I previously held a SIPP with Hornbuckle Mitchell and, based on my experience and conversations with others, had concluded that they must surely be one of the worst SIPP providers in the UK.

Then Embark Pensions took over my Hornbuckle SIPP and proved, quite impressively, that I had been far too harsh on Hornbuckle Mitchell.

Any business that deliberately prevents customers from speaking directly to the people actually responsible for progressing their work is unlikely to provide a particularly efficient service. Instead, customers are directed to a customer service team which, in my experience, appears to have limited information, limited authority and an unlimited supply of explanations as to why nothing has happened.

The explanations become so confused that, while attempting to justify why Embark has repeatedly failed to meet even its own remarkably unambitious timescales, staff inadvertently highlight what appears to be a lack of effective procedures, oversight and quality control.

Managers are apparently always “in meetings”. Judging by the speed at which work is progressed, these meetings may have been running continuously since Embark took over the business.

The most remarkable admission was that, despite having an eight-week timescale to review my complaint, they had not even opened it within that period. This is an innovative approach to complaints management: the problem cannot be investigated if nobody looks at it.

I am now attempting to transfer my SIPP away from these clowns at Embark. Hopefully, at some point, my request will accidentally find its way onto the desk of a functioning and suitably authorised adult who is not attending a meeting, awaiting another department or explaining why the previous deadline was merely aspirational.

I look forward to eventually leaving Embark behind, although at the current rate of progress there is every possibility that my pension may mature before the transfer is completed.

I was told my pension would arrive, but it never did. Now I'm left waiting again while customer service offers no real help. The delays and broken promises have caused unnecessary stress and financial hardship, leaving me deeply disappointed. It has been a completely different experience with #...gcasco...I never have to worry about chasing down customer service just to get my money and their support team is always right there to answer my questions.

If I could give negative scores I would . It’s inconceivable that a company as inefficient and quite frankly useless as this is dealing with people’s pensions .After enduring years of appalling service I finally moved last year to a brilliant administrator- however I’m still trying to get Embark to close an account a year later - despite numerous emails which simply get ignored . AVOID LIKE THE PLAGUE !

Still Zero stars and still dealing with this shambles of a company how they are in business i will never know . A disgrace to the financial industry

08/09/2026 still waiting to hear from this company !

The worst provider in the world - I wouldn't even give 1* if it let me do 0*.
They make you wait 11 working days before they will even look at a request. Most other providers have to complete the request within 10/11 working days... What are they even doing for 2 weeks?!
Embark clearly do not provide any training to their employees/they employ incapable people.
They never call or email when they say they will, they put the phone down on you and do not call back.
They cannot set up simple transactions, they have no reliable task process in place and lack internal communication.
They take money out of incorrect accounts.
The list goes on and on.
DO NOT USE THIS COMPANY.

AVOID THIS COMPANY I would rather boil my head than deal with this company. Trying to transfer a pension should be a fairly simple task, it has been with all my other pensions providers. But Embark has serious issues at every level you deal with. Totally and utterly incompetent, they cannot even spell my name correctly, you are looking at a company that is in the gutter, simply AVOID THIS COMPANY!

This is the 3rd review of them I've had to do. They appear to respond after giving them a bad review, pretend to be interested and then it all goes silent again - business as usual. Still, the amount of compensation they will have to pay for the delay, distress and downright incompetence is growing daily. In case I haven't said it clearly enough yet - avoid!

Working on behalf of a client to try and transfer his SIPP away from Embark. Application submitted in December. Have had numerous calls and emails between ourselves and Embark to no avail.
The client has also called them.
We have raised a complaint and had an email back saying that they are still looking into it after 8 weeks, so if we want we can take it to the Ombudsman.
Client phone them today. They denied ever having had contact with us. Client is now going to the Ombudsman. Bearing in mind the other pension we transferred for the client at the same time as this application was made has grown by more than 10% since the transfer. Thats going to be a lot of compensation that we request.

Trying to get my pension payments from Embark is like getting blood out of a stone
I do not understand how they are allowed to carry out there business ripping people off
They have a week to pay outstanding debt and if not paid I will be going to Leicester to have a wee chat with them
Well I got a response quicker than there customer services who I emailed directly and no response whatsoever
Reading other reviews this seems to be there standard response will update this thread if I see any movement by them

This company is so awful, please don’t use them. The customer service is appalling, the wait time to get anything done is glacial and they just don’t care about their customers at all. The latest in a long line of appalling service moments with them is being told I would receive my pension money today, but of course it hasn’t arrived and apparently that wasn’t a “promise” so of course I have to wait longer, with zero regard to the hardship it causes me. Avoid using at all costs.

If zero was possible they would get that.
Pension transferred to them for SJP, they managed to take two pension and produce one lump sum which then meant I had a problem as one was a beneficiary pension, so then took 3 months to split and I last money in doing so. Now moving away from them they have sent both pension but not flag one as beneficiary so can’t draw down on it as should be paying no tax.

They shouldn’t have a license. Beware that if you move to BestInvest you end up with this rabble at the end holding your money.

The most useless company I have ever had the displeasure of having to deal with.

Can you give zero stars ? Utterly attrocious service , incompetant employees who do not care which is clearly the ethos of this oganisation ! Took 12 months to expedite a simple transaction on behalf of a client and his sipp . Now trying to complete another simple transaction 2 months and waiting !

Probably one of the most incompetent experiences I have endured.
So many mistakes - too many to list. All admitted as their mistakes.
Sloppy, indifferent service.
Avoid them at all cost.
I am now with AJ Bell who seem so much better.