Rothesay Avis 

Our experience with Rothesay has been overwhelmingly positive, despite some difficult personal circumstances and a number of administrative hurdles along the way.

People are often quick to leave reviews when things go wrong, but much less likely to do so when they go right. We felt it was important to take the time to recognise the excellent service we have received.

Pensions can be confusing and difficult to navigate at the best of times, and Rothesay have consistently gone out of their way to help us, even when the issue was on our side. Every member of the customer service team has been kind, patient and understanding, taking the time to answer our questions and point us in the right direction.

What has impressed us most is the common sense approach Rothesay has taken throughout. It is incredibly refreshing to see such a large company empower its people to genuinely help customers rather than simply follow a script. In particular, Nick Dowsett, Head of Customer Engagement & Resolutions, has been exceptional. He has been proactive in reaching out, liaising with the relevant teams and keeping us informed throughout. It is rare to see someone in such a senior position demonstrate this level of personal care and commitment, and it speaks volumes about both him and the culture at Rothesay.

Based on our experience, we would have no hesitation in recommending Rothesay for both their products and, perhaps more importantly, the people behind them.

Incompetent, bullying, legalistic and deliberately covering up their errors with lies.

Three months into a pension saga including lost documents (which they acted on, strangely), miscalculations, dishonestly trying to get me to agree to things that I had not, incompetent staff, deliberate misstatements and every other shenanigans.

Not a company to be trusted.

I look forward to reading yet another of Nick's "litany of excuses and, anyway, it's all your fault" responses. They're comedy gold if you've had to deal with these clowns.

Edit: I've now been asked for details "or they may not be able to recognise my review as genuine". In other words, they are now looking for ways to delete it. I have no intention of opening another unnecessary channel of communication with Rothesay, so I imagine this review will join the disparus soon enough.

This company is absolutely dreadful.
Misinformation from multiple advisors multiple times causing significant delays in processes. 8 weeks in still completing forms I completed 8 weeks ago.
They delay responses, no one takes ownership. The feeling is these people don’t want to give you your own money!!
As we are 9 weeks in and still at the very beginning of this process I have nothing positive to say. Not one person and I’ve communicated with at least 6 has had the first clue what they are doing. Be prepared for frustration.

My defined benefit pension was unfortunately transferred to this bunch of incompetent chancers. It continually loses value, regardless of what happens in the financial markets.

Diabolical company, who, if I had my way, would be closed down instantly.

Part of the problem appears to be Capita and useless communications. Long and short, I lost my Dad in December and notified them in plenty of time of December pension payment. The pension came through as normal. I notified them again and the pension came through again in January. In February, nothing for my mum. Into March and I (As POA for both parents) get a letter saying they've tried unsuccessfully to take back an over payment of pension overpayment. Thank god the bank had common sense. Now, they've left a grieving widow with no pension in February, and in March told they are chasing money.

Prior to this, when setting up the POA a couple of years ago, they ignored my emails for months. It was over 30 days is all I can sat for sure, as the POA code timed out. They suggested my dad (who wasn't able at the time, hence the POA) to ring in himself. On top of this, no pay slips for months and no answers as to why not.

Each communication isn't dealt with for weeks if not months, and they don't call me or email. They have my details.

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EDIT: Nick who does the TrustPilot's has been in touch. As a result, my issues have been sorted, and he has provided a 5 star service. I can't give 5 stars to the company, but I can acknowledge they've done everything possible to resolve the issue, hence increasing my initial one star review. Thanks again to Nick.

Excellent response to my telephone enquiry:
Polite, prompt written details received, enabling me to resolve issue with my DWP pension credit.
thank you

I decided to get my private pension with these people paid into a different bank account. I filled out forms on-line back in December 2025 and posted information by Royal Mail Special delivery. It's now 11 February, 2026 and this simple process has not been completed. After several phone calls to them and more emails they have still done nothing. This company is NOT fit for purpose. If I could use another company to have this done I would LEAVE Rothesay at the drop of a hat. Dreadful organisation.

On 24 October 2025 I received a letter from Rothesay Foundation - Kinlay regarding their aim to help pensioners to see if they are entitled to government payments not already received. As suggested I sent an email to them on 4 November informing them of my wife and my pension income plus details of savings which we have. Now 19 November still no reply to the email. over the last 2 weeks I have spoken to 4 different members of staff over the phone, all have whom have apologised for not getting back to me. The second member of staff I spoke to said the matter would be treated with urgency. I am beginning to wonder whether this organisation is out to line their own pockets rather than help pensioners. Update, Kinley have now responded positively.

I have been in receipt of a Rothesay pension for over 4 years now and each October I receive an annual increase That is except for this year. This year I have received no notification of the increase I can expect and my November payment is showing no increase in payment. I have contacted Rothesay on three occasions to get more clarification but I have not received either an acknowledgement of my query or explanation as to what is happening This is extremely poor customer service. I have again contacted them to raise a complaint but the Call Centre lady informed me that the department were not responding so i have to wait another 10 working days to receive a response which I probably wont get anyway. Has basic service to the customer disappeared at this company?

Requested an illustration because thinking of taking a final salary pension but still not received it after three weeks. I have three other final salary / stakeholder pensions and they all have easy online access where you can get an illustration instantly.

Called Rothesay and they say it "takes time to do all the calculations and send it off for approval", yet the other pension providers can do it instantly. There is nothing special nor complicated about the pension with Rothesay so I am somewhat lost for words.

Would not recommned them at all !!
I feel it is like dealing with a company 30 years ago. They seem so slow and uninterested by todays standards.

Terrible company. Took over my previous pension provider. Received my pension this morning. Should be £326.61 but for some reason was only paid £251.61. contacted customer services who really couldn't care at all. And was told someone would call my next Tuesday, it's now Friday. Then the person who I spoke with informed me going forward I would only receive £311 pounds per month. Why ? Rothsay paid me the correct amount of £326 last month so why is the payment going down?
Despite repeated emails to them today, they don't answer.
I am a widow and am to sick to work and receive benefits. I need every penny as I only just have enough to pay my bills now. So my landlords bill is due next week and I won't have enough money to pay him so will go into an a unarranged overdraft. They can pay an emergency payment but choose to not answer. This has caused me so much stress as my mum has just been diagnosed with terminal cancer. I'm in a real state now.
Despite what Rothsay say my tax code has not changed and I have not been informed my HMRC that this has happened. Terrible, awful company. I have had this pension since my husband passed 3 years ago and I have never ever been taxed. I would give them no stars. Customer service on the phone is terrible, they are not interested. Never, ever had this problem with THALES. How can I pay tax when I haven't worked for the last 20 years and have no taxable income. Disgusting awful company.

Long running dispute with this awful Company
email today from, Faisal Ahmed, customer wrong
about everything, even saying people I have spoken
with don’t exist. Hope there is no misogyny going
on here, as I have never been treated with such disdain.
As before- this has been going on since March, so
if you can, avoid this Company, there are better out there.

I contacted Mr Nick Dowsett in April 2025 concerning conflicting information received from Rothesay in relation to a spouse's pension. Mr Dowsett acted on the query immediately, contacted the relevant department to gain additional information and dealt with the query with urgency responding to my concerns clearly and thoroughly. The query is now resolved and I really appreciate the professional and caring manner in which Mr Dowsett dealt with my query. I highly recommend Mr Dowsett as someone who will deal with a query to an excellent standard.

I've had a small pension pot bouncing around multiple companies since the early 1980s. Unfortunately it now resides with Rothesay and my retirement date looms. Over the last few years my small pot has gotten smaller. Its now only £353 shrunken from about £550! About 2 years ago, alarmed at this shrinkage, I tried to withdraw it but was presented with a wall of bureaucracy including a wad of complicated and intrusive forms. I complained to Rothesay then the ombudsman who said my complaint wasn't 'formal' enough. Recently, I have decided to try again as Rothesay contacted me with the same options. I duly filled in withdrawal forms and posted them off. Thinking that was that. But infuriatingly today I received an email to say my forms had been received but a duplicate copy was required with no explanation as to why! I do think sometimes that Rothesay do not want to part with clients money and use bureaucracy to this end. Avoid

I recently had a problem with a pension payment, and when I contacted The Head of Customer Engagement it was dealt with in a very satisfactory and professional way. I sent a message to the CEO and informed him and received a very positive reply almost immediately.

Iam a former manager with Asda who had no choice in the transfer of my pension.
It was moved to Rothesay .
On the whole their call centre handling agents are very polite and professional.

They have a major downfall in communication to their customers.
If you have a genuine complaint they will respond with a lot of hot air and no answers or resolution for the customer.

You will not be offered any goodwill compensation !
My retiral date Jan 17th 2025.

I did not receive my final pension lump sum and monthly payment amount letter.
Til i phoned and requested it nor did i receive an e mail for the same.

I received my hard copy letter after my retiral date.

Not good enough what should have been a cause for celebration and a positive milestone was ruined by this company.

Snr Call handler Faisal Ahmad a waste of space and my time.
He apologised for his company communication ie lack of ref important final settlement letter not sent to me their customer or final settlement letter.
But still doesnt see they were at fault.
Arrogance beyond disbelief !!!

Gordon Darroch

Inverkip Greenock Scotland

To paraphrase the presenter of "That's Life " Ms Esther Rantrzen "And finally Cyril" I received a letter this morning from Miss Sharon (!) Dinsley which went on and on about my recent complaint but basically said hard luck old man your complaint is rejected.

Oh well I thought fair enough obviously I must accept the decision of an independent expert.

But of course Miss Dinsley is far from unbiased because her job title is RESOLUTION SPECIALIST (?)ROTHESAY.

Trebles all round everybody another pleb dealt with.

Following a historical issue with my Mother's spouse pension (not the fault of Rothesay), I found the service received to be very professional at all times and the issue was quickly rectified. Communication was always very clear and I received quick responses to queries. Thanks very much.

Further to my previous review I received a reply from KImberly Bar - Senior Administrator on 06/01 stating it may take four weeks to address this matter. This is not acceptable. was promised a call from admin "to assist you in logging on to your online account" I have received no such call.
The shambles continues.

Very frustrating experience so far. I’m still waiting for my final pack which should have received 2 months ago. Made so far two calls to the helpline, the first of which appears to have not been logged at all. The second one was last Thursday, I was promised a pack via first class delivery- still waiting , and the case was showing as pending allocation ( worrying !), and finally on Saturday sent an email to their complaints response which I have not even received a standard acknowledgment email over 48 hours later. What on earth is going on, could somebody at Rothesay please show that their clients mean something to them.
Absolutely dismayed.
For everybody who reads this post, you can see Nick’s response below which seems eminently reasonable if you aren’t aware that I’d already sent the details of my policy to Nick before he posted the reply. Despite the fact that Rothesay are currently running over 2 months behind their own operating schedule I’m now being told that I’ve got to wait 5 days for a complaint to be replied to by their customer service team. As a point of reference I reach my Normal Retirement day on the 7th January 2025. The clock is ticking….
JB