Aptia Group Bewertungen 599

What a difference getting through to the right person makes. My third attempt at sorting out change of address for my mother who is in a care home with dementia. If only I had got through to Caroline on the support desk the first time. She was knowledgeable, patient, efficient and more importantly thought outside the box. Thank you Caroline, well done, excellent customer service skills. If only there were more like you.

My third attempt to transfer my pension from Aptia.

Every document they send has a different reference number on it. But never a policy number.

So my new company has been told by Aptia that they can't locate my policy.

The discharge document that I was sent has a reference number pre-populated on it by Aptia. Aptia don't recognise their own reference numbers.

I have uploaded a statement to my new company, along with the 5 page discharge document that I completed and posted to Aptia,

I have transferred several other pensions to the same new company, all completed electronically within a week. I'm into my third month of trying to transfer this pension.

And what was really scary that all along I have said I only want to transfer my DC pension, but they still sent me my DB pension too. Terrified that they are going to transfer the wrong one - if they ever find it.

Absolutely would give no stars if possible been fobbed of so many times even asked them did they still have my money ended up finically vulnerable & struggling, when my pension was invested for 37yrs it should of been straight forward its going to complaints now if no joy will contact financial ombudsman absolutely a disgrace

Had an issue in that my login credentials were failing so reached out to support desk and they resolved the issue quickly and timely. Great result Caroline, thanks for all your help!

The website won't load at all (on either Chrome or Edge or my phone). They lost my pension beneficiaries upon transferring from the previous administrator (a very serious error) and when I called I was just told: "Only the Trustees have visibility of this, we can't see it" and that I have to re-send a physical letter to add the same beneficiaries again.
Their latest letter tells me about an app they now have - that fails at the point of installation.
This seems terrible and I feel there is no recourse other than to complain to the company whose pension they're supposed to be managing for me, or the Ombudsman

My retirement date was January 21 this year, according to Aptia all the paperwork they needed was sorted by October last year. Then nothing - I have had to chase for any information and still have no pension or date when it will be paid. They are very good on excuses and totally lacking in any credibility. I will be taking the matter further with both Newsquest trustees and the Pensions Ombudsman

My dealings with Aptia lead me to believe that my pension has been stolen.
Every time I communicate with them I get the run around. The very last timer I got a response off them I received a document that was encrypted with a password and was not given password.
I believe that Aptia is a fraudulent entity.

I submitted my completed retirement forms to Aptia in September 2025, more than a sufficient amount of time to receive my lump sum and pension for when I turned 60 in March 2026! Not ONCE have I received any response, other than the standard generated reply that it will be passed on to the administration team, who it appears do ABSOLUTELY NOTHING and you never hear from them. None of the staff I've spoken to on the phone have the first clue what's happening and again just say that they'll send a message, which I highly doubt they do! In all my years as an administrator I have NEVER dealt with a company with as bad as Aptia are, they are truly SHOCKING. I am now seriously considering going to the BBC's Watchdog, so as everyone can know how totally unacceptable and ridiculously incompetent this company is. They are supposed to be a management company, what a joke! Maybe everyone that's had, or is having, a bad experience with them should also jump on the Watchdog wagon?

I cannot fault Aptia. I asked for a pension lump sum/pension forecast in Dec 2025, received in Jan 2026, lost this initial paperwork and had it resent Feb 2026. Forms filled and returned by Royal Mail tracked. First pension payment will 1 May 2026, lump sum in bank account today 7 April 2026. Sorry if you’re having problems. I’m in no way facilitated with Aptia. I have a First Bus pension. 💯 in within the time frame stated. Thank you Aptia for an excellent service.

Shocking shocking appalling.
I’ve just finally transferred all my pension from Aptia after years of stress. How do they survive. Why have they been able to perform in this very poor and unreliable way. Worst pension ever. The staff haven’t got a clue. Top tip transfer into a more efficient and professional company.

Retirement forecast received in a timely manner and everything in the pack was explained thoroughly and in layman’s terms. Therefore retirement options were understood thoroughly.

Since Aptia have become my occupational pension administrator, I am kept better informed an all matters relating to that pension than by the previous 3 or 4 such organisations.
Can't ask for any more really...

The best pension scheme.

If I could give no stars I would. Aptia are the most incompetent organisation I have ever had to deal with. I have been trying to claim my small pension fund from them for 12 months. Every time I contact them they either do not know of the existence of my plan, think it’s been transferred out or claim they are waiting for information.

Have been trying to get my pensión since November last year. You hear nothing and when you ring you get fobbed off. No communication it’s totally scandalous. I am very worried. They have your money but it sounds like a total mismanagement of funds. Is this company not getting investigated? Shameful do they actually have the funds to pay your pension?

Very disappointed about the service, or lack of service, I have received from the Aptia team. I have been waiting for over 8 weeks for a simple pension valuation. I have emailed the team weekly over the duration, left messages with no call backs. It would be really helpful if the team could just give an idea on when I will receive the valuation but no communication is very frustrating. All other pension companies I have reached out to took no more than 2 weeks to come back!

always quick and easy to inform of any changes and updates, cannot fault.

After waiting three months to withdraw part of my pension (25%), I was disappointed to find that the final calculation did not meet my expectations. Given how inefficient and time-consuming the entire process has been, I made the decision to withdraw all of my funds.
Unfortunately, I have now been waiting for a further two months, during which I have repeatedly received the same response: “We will request the disinvestment, which will take approximately 10 working days.” This message has already been sent to me twice—each time after a two-week delay—with no visible progress.
Even more concerning is the fact that the value of my funds has been decreasing during this period. This raises serious concerns and does not inspire confidence.
I find it difficult to understand how a reputable company like Whitbread can partner with a firm that operates in this manner. From my personal experience, the process has been extremely frustrating and, frankly, alarming.
I would strongly advise anyone in a similar position to carefully monitor their funds and, if possible, consider withdrawing their money as soon as they can.

I reached my normal retirement age (65) in February 2026 and completed all required paperwork for my deferred pension under the Centrica Pension Plan administered by Aptia. I was formally advised that my first pension payment would be made on 27 February 2026. This payment was not made, and as of today I remain unpaid.
What has followed can only reasonably be described as maladministration.
Despite repeated attempts to resolve this, including numerous phone calls and emails, Aptia has failed to:
• Put my pension into payment within a reasonable timeframe
• Provide accurate or consistent information
• Confirm any definitive payment date
• Take ownership of the issue
I was initially told my February payment would be made alongside my March payment. Shortly before this was due, I was informed—without proper explanation—that a further “recalculation” was required, resulting in yet another delay. This appears to be a reactive and disorganised process rather than a controlled or competent administration.
After weeks of poor communication, I finally received a call back, only to be given the same generic excuses previously provided. At no point has anyone been able or willing to confirm when I will actually receive my pension. Being left indefinitely without payment after reaching retirement age is completely unacceptable.
The explanations provided—staff shortages, backlogs, and internal processing issues—do not justify the failure to meet basic obligations to pension members. These are internal operational problems, and they should not result in pensioners being left without income.
This experience has caused unnecessary stress, uncertainty, and a complete loss of confidence in Aptia’s ability to administer pensions. The pattern of delay, lack of transparency, and failure to act gives the impression of an organisation that is not in control of its own processes.
I have now been left with no option but to escalate this matter further.
Based on my experience, I would strongly caution anyone relying on Aptia to administer their pension benefits.

I’m extremely concerned by the way this company has handled my mother’s pension case.

My mother is retired and dealing with ongoing health issues, and this situation is clearly adding unnecessary stress and elevated health issues as confirmed by a doctors appointment today!

Despite repeated requests, the company has failed to provide even basic paperwork required to progress her settlement.

We have been given inconsistent and implausible explanations, including claims that letters were sent but “must be lost in the post,” (the only company that Royal Mail lose her post from then) emails set up and sent that never arrived, and repeated delays such as being told it takes 48 hours just to resend an email. (That don’t arrive) and when asking to speak to a manager being told the request has been noted and a manager will call “within 48 hours” This pattern has been ongoing and unresolved.

At this point I’m shocked to have to say this now feels as if the customer service agents are enjoying the stress they are putting on claimants by repeating the same implausible excuses, or even more worrying they are advised to stall claims as long as possible.

For a company responsible for managing pensions, particularly for elderly clients who rely on timely access to their funds, this level of service is categorically unacceptable.

We are now escalating the matter formally, including a complaint to the Financial Ombudsman Service and contacting senior leadership of the company and Bain Capital - The Holding Company of Aptia.

I will be publicly reporting progress, or, lack of online here and other sources daily until and honest and professional resolution!

I would strongly urge others to proceed with caution.