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Since being with BW my whole experience has been absolutely dreadful, with the time it takes to respond to any emails and indeed wait for any replies both in dealing with any aspect of the pension fund. All of my colleagues will attest to this as they feel the same.
However, I was recommended to speak to Matthew Porteus and since then he has dealt with everything I have required and been a pleasure to deal with.

Client Manager was extremely helpful in assisting with the completion of necessary forms. Communication by email was efficient and telephone contact was easy. It was always possible to speak to someone.

Very helpful and easy to deal with.
I would have given 5 stars but the forms were to long and not clear if you are not a professional.

Spoke to your representitve on the 28th October 2025, was told I would recieve the information I was looking for within two weeks. When I called back on the 17th November 2025, I was told nothing had been done, and they would get the information out by the end of the week. Todays call was not one I should have had to make, I hope things improve...

The technical support from Barnett Waddingham, James TJ and the wider team is extremely helpful and not received from any other SIPP provider Thank you

Very efficient and easy to deal with, everything that I was promised was carried through, excellent service.

I found Sophie to be really helpful and combined with the online Portal enabled me to make a quick decision on my topic.

After a frustrating afternoon chasing up my pension with different people in various departments and companies I thought I was getting nowhere apart from hypertension rocketing skywards.
Enter Holly from Barnett Waddington. She quickly assumed her position at stage centre and immediately put me at ease. Where others found problems and then proceeded to wrap them in negativity to compound matters she quickly found solutions. Her calm and reassuring manner soon had my worries consigned to the trash, and me going from stressed and ready to say sod the pension, I really can’t be arsed to me thinking how easy was that when you have a caring, considerate, understanding and very professional lady at the other end of the phone instead of someone going through the motions with a couldn’t care less attitude. From my experience this afternoon Holly should be stood in a lecture room teaching and showing others how to deal with clients properly and with a manner that sends people’s worries running for the hills.
Her supervisor should also be commended for her people skills, she’s obviously cut from the same cloth as Holly.
Two professional ladies back to back after previously dealing with eejit after eejit that did nothing but wind me up and getting me closer and closer to the effing and jeffing stage (who’s Jeff 🤔) with every syllable.
Thank you Supervisor / Manager (sorry, couldn’t remember your name) but a very very big thank you to Holly for saving my sanity and helping me to get where I needed to be.
What more can I say?
Life would be so much easier if there were more Holly’s around.
I hope the people sitting in their offices on the nicely upholstered chairs realise what a gem they’ve got with this one.

BW have just been very helpful with an unreasonable challenge form HMRC over pension contributions and lifetime allowance. Although the matter was not of BW making they liaised with HMRC and made the necessary adjust payment form my SIPP

Professional, prompt service and helpful notices throughout my experiences with this Company.

Prompt and courteous in handling my request.

Really helpful and friendly service, that is also professional.

Dealing with this company is painful.
The level of professionalism is none existent.
Even the CEO doesn't cooperate, it would seem that even he doesn't know how to reply to emails!
It takes over a week to receive a reply to an email from the other team members.
If you are considering using this company DON'T.
I'm sure there are company's that are more professional, and know what they are doing.
Just look at all the poor reviews there are.
The answer is employ more people. More people equals better customer service.
The only competition between company's today is who can make the most profit. Refocus from making a profit to providing the services to your customers and the profits will follow.

Just been held for 90 minutes waiting to speak to someone - plus another 30 minutes earlier today. No success in getting through. Both calls from overseas so a significant cost to me. Recent call got cut. Earlier call, I decided to try later. No responses to several emails over the last week either. Appalling customer service!

Dreadful service. Tried multiple times to contact them via their contact form with issues accessing pension details online and no one ever responds. If I had any choice in the matter I wish my companies pension scheme was administered by someone else.
UPDATE: Eventually the team got in touch and did an excellent job in investigating and then fixing the issue, so my faith is now restored in the company.

Request carried out efficiently and promptly. Thank you

Would give zero stars if I could. Appalling service, charged exorbitant fees for anything and everything. Stay as far away as possible!

One star as you do get the right response - eventually. I advise change of address - they send me a bank mandate form, I informed them of a change of name and they responded to my old name to my old address. I asked for an expression of wish form and I get another bank mandate.
I 5 year old child would serve me better than this office. Letters from them do not contain a named person so so one held to account. Team A or Team B do not write letters - people do.
This is problem with todays 'call centre' mentality - employ the worst and let them lose and if they make a mistake no one give a flying fig as no one is responsible for their actions.
Date is today but problems go back months.
I hate having to deal with this company - and their stock answer is to respond in xx days - just employ a few competent adult people and we would be better served in good time - not wait standard 10 days for a simple action.
Barclays pension.