Teachers' Pensions Avis 

Dreadful. Long waits on phone. Unhelpful advice. Very difficult to log in. A miserable experience caused by stupid and unhelpful rules.

Awful service. Difficulty constantly logging in and using website. Queries not sent and long response times when a query does get through.

Just spent 3 hours speaking with a web chat "person" then someone on the phone. All I'm trying to do is log into my account but it goes around in circles regardless of browser/cleared cache etc. Countless pin and password resets, countless "your details are incorrect" and "there was an error". And when they have done the 6th circle of it not working, it's just a "sorry you're frustrated". No escalation options, no referral to an actual IT person - just working way through a tick list of things to "resolve the query". When they can't resolve the query it's "your fault" because the computer has said no. THEN when you look at the complaints policy, it's write a letter and send via snailmail or login to record your complaint. I'm complaining about being unable to login!!!! Absolute joke and they won't do anything about it because they're "THE" company to do pensions with if you're a teacher. (Let's also add in, the 30 minute waiting on hold, plus the "teacher hours only" opening times). What a farce.

Consistently gave problems logging in. My service record has disappeared. When i spoje to a person they said they would post a benefit statement and i gave had nothing. Worst website EVER!

All I want to do is upadte an adddress. Even if I can log in, the website repeatedly stalls and times out. I've been trying since 9am. It is now nearly midday. Latest message is "This site can’t be reached. The web page at teacherspensions.co.uk(webpage reference) might be temporarily down or it may have moved permanently to a new web address. ERR_HTTP2_PROTOCOL_ERROR

Whenever I call TP, the staff are always lovely and helpful. The system, however, is archaic. I have been unable to reset my password to login due to their system not being able to send the reset email to my Virgin email address. I called to resolve this matter but was told I would have to write a letter to confirm who I was - ridiculous in this age of technology. Thus, worried about their pedancy, I rang again to ask exactly what information I should send as proof of identity. I was informed I would have to provide five details. I asked what would they need to be - date of birth, National Insurance number? I was actually told by the operator that she was unable to give me any examples of what proofs of identity I should provide. I couldn't believe what I was hearing and sensed her embarrassment. Managers reading this, this is not only obstructive to your clients but grossly unfair to your staff who have to implement these ludicrous rules and face the brunt of unsatisfied customers' indignation. I managed to remember most of the security questions from the call so included those answers in the letter. I feel a long saga coming on and will update.

Useless. Attempted to set up faster accrual for this year but for some ridiculous reason had to fill out paper forms to alter the accrual rate I wanted. As a result missed out on it. Why on Earth don’t they make everything online/ email based? They are not attempting to make their customers lives easier. Also, to top it off, communication is horrendous. You send a message and receive the response two weeks later.

As per other comments, the customer service end of this company is abysmal. I have been trying to remove my pension from them and transfer into another pot for months now - the communication back and forth has been painfully slow and every time I do what they instruct me, they ask me to jump through another hoop that they hadn't explained previously. The website is slow and often now working.

For the last two days have been unable to login consistently. The system accepts my username and password, asks for a six digit number from the authenticator app on my phone, and then tells me "There was an error processing your request please try again". There's no apparent way round this difficulty so the TPS system is, in effect, not accessible.

The online service frequently does not let me log in. When you do any queries are not responded to in a timely fashion. Phone calls are marginally better, if you can get through. Diabolical service and long waiting times for anything to get done.

I have been trying to see my own pension statement from 2023 and have complained on many occasions but get nothing back. Worst pension scheme I have known. How did they get the contract.

Why is there not a negative rating:-) They send a letter asking you to log into your account. You go to the account, log in and hey ho, they want your details updated. No problem you might think - but as usual, the website hangs when you click 'next'. You clear the cache, try a different browser, but no, it hangs. Then you get the 'sad face' website unavailable message. you try to ring - endless questions and have given up trying. Every possible method of contact is obsructed presumably to field the complaints. Why on earth do contracts for services like this keep being outsourced to Capita?

Although the advisor tried very hard, ( he was excellent), to get me logged on using a new pin, and password, I still had to go through a lengthy process that crashed at the last part. It didn't allow me to enter the final part. It timed out.
Having done every lengthy process correctly, it didn't work.
I am disappointed. Now I have asked for my P60 to be just posted using Royal Mail, as they have been doing every year so far.
A message asking me to do it online is not an option now, after to this awful security system.

My wife died on January 31. She had nominated me as the beneficiary of any death benefits. We were both members of the pension scheme. In February I was told that the agency had all the information needed and that they would be in touch shortly. Since then silence. I phoned and was told “calculations are still being made”.
No progress to date (21 April), and I suspect tha TPA are as unreliable as NS&I. How has this happened ?

At last, after 4 years of struggling, this website recognises me, my current email and is clear, easy-to-navigate and accurate.

Thank you

I am leaving a partially positive review to offer reassurance and hope to fellow teachers about to retire, as I have spent the last 6 months anxious about whether I would get my lump sum/pension on time. Actually, it all happened on the day it was supposed to and I was sent a report detailing everything 2 weeks before. From my application to receiving my pension, all has been smooth and well communicated.
However, trying to call TP’s is a nightmare, waiting 40 minutes at least and generally feeling you still don’t understand fully. I paid for advice from The Wesleyan Trust and found that advice invaluable. I think TP expect us all to read the documents to know what to do but we’d all rather chat things through, which doesn’t seem to be an option. The TP website isn’t always easy to navigate and being locked out is a frustration but in the end everything has gone to plan, which is a relief.

Having had yet another letter (I get them almost yearly) suggesting my details may have changed I tried phoning . After a long wait I was asked various security questions. There is no warning on the letter that you will need to have this information ready, including date of starting to teach (over 50yrs ago!!). I was told I had answered one of the questions incorrectly and they couldn't proceed. I still think I was correct. In similar circumstances last year my pension was stopped.

If I could give it a negative mark it would be -1000.
Having received a letter asking to contact these idiots to confirm my details hadn't changed ( presumably hoping I had died so they could stop my pension ) , waited 35 minutes on the phone. Gave them details up to the point when they asked me about the date of my previous employment. It was over 25 years ago and I couldn't remember , so I failed their "security check" , so they couldn't proceed - the consequences of which I was told that my pension would stop.
This system is "operated" and "administered" by complete mindless idiots. I wouldn't let anyone employed by this organisation clean out my toilet ( I think it's Capita - known as useless in everything they operate, but make billions out of the public sector )

Abysmal organisation! I've lust count how many times I've had to reset my password, or get a new pin, as I couldn't login. As my pension payments have suddenly decreased, I wanted to see if there's any notification about this on the website. Surprise, surprise, I can't login. Again. The ChatBot is no help whatsoever. Yet again I will have the joy of trying to sort it out over the phone tomorrow - another thing that takes ages. It's about time this organisation sorted itself out!