XPS Group Avis 2 267

This was the second call in 10 days to the pension bereavment team of XPS in support of a recently widowed wife of a former Kent Police colleague. She was present on speaker during the call to confirm receipt of documents sent by me via email and to seek clarification of the process going forward for her to receive her widows pension. The XPS staff member, Jess(ica) Kerr-Morgan was very helpful, friendly, knowledgeable and professional. She was empathetic and understanding, answering our questions patiently and with care, especially in relation to the financial issues over the coming few months. Both the widow and I appreciated her feedback and support at this difficult time

I reside in Canada. My original email of 9 December 2025 requesting a CETV and overseas transfer forms elicited no response, prompting a long-distance call to XPS in early January 2026. The person with whom I finally spoke (a phone tree followed by 8 minutes “on hold”) assured me that my request would be "processed” by 14 January 2026. No indication of progress in this regard, so I followed up with another email on 21 January 2026. Again, no response whatsoever. The XPS automated reply reads "Please allow up to 10 to 15 working days for a response to general enquiries however please note that more complex enquiries may take longer to complete." In the face of such a lack of professionalism or even common courtesy, I doubt that XPS is fit to fulfil its responsibilities to me or to any of their other clients, and will be seeking a remedy through official regulatory channels

I have recently had 2 separate telephone conversations with 2 member of this team, Angel & Julian. Quite honestly, they were both extremely lovely, helpful & personable people. Angel (13 Feb) & Julian (18 Feb), put me at ease & explained everything so clearly, with such a nice manor. They helped me to navigate the veritable minefield of pension information with knowledge & patience. Thank you

Clear and explain thing

The staff member I spoke to Sarah was really helpful and although my problem couldn’t be completely solved today, I know that she did absolutely everything she could

The person I spoke to on the telephone was very polite and tried to help me

I hadn’t accessed my pension details online since moving house etc. Sarah was super helpful and I now have complete access. She was so patient and kind. I received top notch service

Very pleasant member of staff. On the ball with my issue and quickly sorted thank you

Julian was very friendly, polite and efficient. He explained the process clearly and patiently to me, I was impressed by his service.

Easy to navigate the system
Staff very friendly and helpful

The lady was very helpful and gave me all the information I required to solve my problem.

Helped me with what I wanted to know, and sorted out some other problems.

very helpful operator who helped me find my ref number that wasn't it should have been.

Friendly service, delivered professionally and promptly. Thank you.

Operator was very helpful talked me through access on line and answered my queries on further information. Provided all necessary information to resolve my queries. Very polite and clear.

I’m a Kent Police pensioner and recently took up the role as Secretary for the Medway & District branch of NARPO. One of my first tasks was to contact XPS to support a police widow whose husband passed away in January. It is a steep learning curve for me but I was greatly helped by advice from staff member Zuleha Abdallah who was very knowledgeable and explained the time scale and transition process from the husband’s full pension to the widow’s pension. She has a really pleasant personality with excellent communication skills. She was very patient with my detailed questions and was empathetic to the needs of the widow at this difficult time. Thank you Zuleha and XPS.

The lady was very helpful and explained everything in a very clear way that I understood

All members of team spoken to today were very helpful and patient and answered my questions fully.
It was refreshing and assuring to speak to a human being

I have had several telephone contacts and each time the staff have been so polite ,helpful and just made everything so easy