Hymans Robertson LLP Omdömen 

Absolute rubbish start with this customer service is useless trying to claim my pension cash back rung them twice waited for email to say they had received my documents they said they sent me an email and then admitted they didn't after I said I was going to a financial ombudsman I was advised by a legal person at my works I am waiting for more information from them I can see me going to financial ombudsman if something isn't sorted I also have contacts at the BBC

Trying to move a very small pension of around 14k to my SIPP. Wow £500 fee hidden as a transfer quote? I can look up my pension fund value in one click. Assuming an admin team member earns £250 a day, this works out as 2 full days to get a valuation? One for the Pension Ombudsman, consumer duty perhaps? Perhaps you can reply as to how you justify the charges?

"Please note it is the Scheme's policy to only provide a transfer quote free of charge once per 12 months. A fee will then be levied for each subsequent request by (and then provided to) a member within a 12-month period. Please be advised that this period commences from the date of our quotation. The fee for each additional transfer quote is £500.00.

I have a very small pension with them. Last year I thought I would enquire about how much it was worth exactly and my options.

For the first few times trying to call them, I was put on hold then swiftly told no advisors were available before being disconnected. I left my details when asked to do so, but no one called me. When I eventually got someone to speak to, I was told an information pack would be emailed to me. Some time after, I received this via email with no decision forms attached. Again I called and emailed, I was sent out an information pack in the mail, Again no decision forms enclosed. I had decided to take all of my money as it was such a small amount.

This all started in October 2024. At the beginning of December 2024, I was promised that the correct forms would be sent out, I went on holiday for a week, came back and had received nothing. I called again and was told the forms would be sent out and it would take a month all in to receive my money.

After sending the decision form back, a month later I had heard nothing, this was February 2025. I called again and was virtually laughed at when I said I had been told everything would be settled in a month.

I contacted them again in March to find out the progress and said I would be taking this to the pensions ombudsman as I wasn't happy with the way they were dealing with thing's. A couple of days later I was sent an email explaining the final amount I would receive, I only had to fill out part 1.3...maybe you have already guessed, this part was not attached. I have now waited 5 working days for a response. I contacted the email address that most have been asked to use on trustpilot yesterday, unsurprisingly I have had no response from that.

6 months ago I started this process, I have never know such an incompetent company.

I am extremely suspicious of the way they are conducting themselves, seems to be a theme of 'forgetting' to attach documents, these 'delays' experienced by most seem quite sinister to me now. As most have said here already, I would encourage people to report them to the pension ombudsman and get them to look into their practices.

I also agree with the person who questioned the responses given to reviews blaming a 'third party'. You have contracted this company so the blame is with you ultimately so stop trying to hide behind that, we are not stupid.

Zero stars... They are without doubt the worst company I have ever dealt with. Repeatedly sent documents and after weeks of delay say they want a different one, or that document wasn't correct. Always citing agreement with trustees and their standard terms. Simply do not care at all. Pension due to 90 year old mother has not been paid for 4 month's! C&J Clarks should be ashamed of the way their pensioners are treated, shame on you...

In reply to Hymans response. Firstly, interesting you can reply immediately to an online review, but do not respond to emails and phone calls? Secondly, there are already 2 complaints in place, which apparently take at least a month to look at.

Hymans do not pay your pension on time and on the agreed date and have no clear policy available to read on their website about adding on interest payments if they do decide to drag their heels. The Pension Ombusman recently ruled that all pension providers should provide this information and not to give interest to customers on late payment of pensions is quote: "inequitable" (e.g. compare with base rate plus 8% is the way the Govt charges you if you're late making a pension payment to them).
My first monthly pension payment was made on 6th March, but not the 25% tax free withdrawl amount which was over £100,000 and due also 6th March. When I called to complain, (as they do not answer emails - terrible customer service by the way), "Oh sorry we've got a big back log of payments due - I can see it should have happened, now you've flagged this I'll try to get the payment prioritised" This is supposed to be a reputable finance company. If they do this trick for everyone it's worth millions to them in interest.

Nothing changes with this company this is my second
time of writing a review the previous has disappeared
It is now nearly 12 months trying to recover money owed just one delay after another other more information the trustees require .The admitted responsibility 4 months but still waiting for payment.
Clarkes should look at these people and take there pension scheme some where else as this company has no clue how run the business

I've been trying to speak to someone at this company about my pension for 3 months now (4th Nov 2024 to 28th Jan 2025). I've sent six e-mails and phoned multiple times; after waiting in a phone queue it goes to answerphone and disconnects.

I dont even want to give one Star! Truly terrible experience YET AGAIN from a company that couldnt punch its way out of a paper bag. Why oh why did Clarks outsource its Pensions department to Hymans is beyond me. Trying to get information via a pension enquiry form is like pulling teeth. Emailed and called countless times, either no answer or 'we will be in touch shortly' its MY pension and I want to know specific information that should be available at a touch of a button. WHY is it so difficult to get the information about MY money???!!! I think your trust pilot reviews speak for themselves.

Truly the worst customer experience of my life. I first contact Hyman Robertson in January this year to start the withdrawal of my pension pot, nearly 11 months later, I feel no closer to receiving my money, yes my money not Hyman Robertson money.. Every excuse under the sun has been offered for the lengthy delays and the excuses have been unbelievable. I will be reporting them to the financial ombudsman for their misconduct. I recommend more people take this route as well.
Customer service is appalling with staff not being able to answer simple questions.
So Hymans Robertson requested I send them an email, which I did immediately and 7 days later I still haven’t got a reply.
They can’t blame that on third party administrative services.
What a pitiful company. They need to be investigated for their actions in withholding funds.

Wow shocking… moving my pensions to Pension Bee, all previous pensions were smooth and easy to move. Hymans though who believe “ transferring your pension is a complex decision” decide to send a thick envelope with dribble, killed a rainforest to supply the paper and have made the forms and process as complex as possible to let’s be honest put a person off from transferring out your money. Embarrassing company!

Worst company ever. Took me over a year to get my dad’s pension and I still haven’t got the full amount. They make mistake after mistake after mistake! They even told me there was no money in the pension pot. It’s laughable how bad they are. They delay and delay and sell everything. Ignore emails ignore phone calls. They need investigating because they are nothing short of cowboys. Do no trust them!! They will lie and lie and lie over and over again.

Absolutely dreadful experience and still waiting
I turned 55 in August, unlike other companies I didn't receive any information about my pension, as I expected as my husband had through another reputable company.
I eventually emailed, and had no response so I rang, which in itself isn't easy at actually get through. No matter, I asked for information. After 3 weeks I received a package, which gave me 3 options, take 5%, transfer it to another pension or leave it.
I rang again as I wanted to take the full lump sum. I was told i wasn't allowed which I argued my point and 2 weeks later I was told actually I was allowed. I returned the requested paperwork and have rang every weeks since. Since then I have been told, we have ever we need, then, oh we need another form filling out. Then again we have everything we need and then oh we need more
paperwork.
Until last week I was then told they had everything and it would hopefully be processed by the 7th for pay out day on 21st. I rang on the 7th to make sure this was happening, I was told'hopefully'and to ring today to confirm. I have just rang and been told it is in progress and hopefully I will now receive it on 21st December as I missed the cut off date because of a form I sent 3 weeks ago!!!!
I don't believe a word they say.
My advice, if you have a pension held by Hymans transfer it will you are still young enough to cope with all the stress because this is very stressful.
Updated:
I emailed the TPAE, email address given in replies to previous reviews, it won't let me add it here. I had an immediate response and this has now been sorted out within 24hrs.
Joanne Botham

Absolutely shocking customer service. Basically I reiterate everything on the bad reviews. No returning calls or emails. I've had to chase constantly. Any little excuse to hold off paying out. The Prism website isn't up to date. The online figures don't match the paper quote. I'm just on the cusp of going to the Ombudsman. They want to charge £217 plus vat for another quote if you request a second one within a 12 month period.
Aviva and Royal Phoenix. All sorted with 7 days.
SORT YOUR COMPANY OUT!

ABSOLUTELY SHOCKING COMPANY. THEY DO NOT RESPOND EMAILS OR PHONE CALLS. APPARENTLY ROTHESAY TAKING OVER . ARE THEY GOING BUST ? IT WOULD SURPRISE ME.

Absolutley shocking service. It took these useless minions over 3 months to pay my pension out. Question after stupid question even though i had submitted all the paperwork. The other 2 pensions I had from other providers were paid out in 2.5 weeks and 4 weeks. Avoid these fools if you can

27.09.24 UPDATE- The 3rd party admin services that work on your behalf? Why did all the correspondence have a Hymans Robertson official email footer? They are your responsibility. If I contact you what will I get? An apology? Too late! I'll keep the review there thanks.....along with all the other negative ones you've recieved

Just useless , my wife has been waiting over two months for a pension payout , just endless excuses and hoops to go through .

The actual pension performance was poor.

There isnt enough space on this site to communicate how utterly appalling the service from this company is. The communications get dates, names and key details wrong, they respond to complaints yet do nothing to improve. Its now over 2 weeks since I asked for an update on my 2 Morgan pensions - NOTHING. I am hoping the Directorship of Morgan read this and all the other reviews and fire them as they seem incapable of doing the job they are paid to do

I emailed Hymans on 1st May requesting confirmation of my final salary pension value as part of planning for retirement. All I received in return was an automated email informing me that they will endeavour to respond to my query "in line with the service levels agreed with the Trustees”. A month passed by and still no response and so I emailed tham again on 3rd June with the same request for a pension valuation and also asking for confirmation of the agreed service levels in order to set my expectations for when I could expect to hear from them. Another month passed with no response and so I emailed again on 4th July which solicited exactly the same response - i.e. nothing! Why anyone would appoint such an ineffective organisation to administer a pension fund is beyond my comprehension. Perhaps if Hymans spent as much time responding to members queries instead of responding to their complaints, the number of complaints might reduce. In the meantime, I am still awaiting my pension valuation...

I wanted to believe that my case is an isolated incident. Sadly it seems this company is even worse than I feared. I requested a pension transfer and the company has received all the required documentation. Contacted Hymans twice to get an timeframe for completion of the transfer and had no response to both emails. I have now sent a complaint to their tpaquery email (their complaints team) I have told them I will be contacting the pension ombudsman if i dont get a response in 5 working days.

I cant begin to imagine what the culture and leadership, including the so-called trustees, look like from within the company. Their processes, culture and systems aren't fit for purpose. They insist on emailing dodgy paper forms back and forth in this digital age! This is a company that blatantly treats customers many of whom are pensioners with complete contempt. All you get are automated emails saying they will endeavour to respond within their service levels. What mealy-mouthed waffle! What are these service levels? Come on. You have none!

I am baffled why organisations choose this incompetent organisation as their pension administrator

Not sure why this company has a 1.4 star rating. There are 63 reviews. 61 are 1-star, 1 a 4 star and 1 a 5 star. How the heck does this weight to a 1.4 trustpilot? I would have given this company a zero-star rating if that was available

Please, please, i implore anyone facing issues to escalate their complaints to the pension ombudsman. Regulation in the UK is crying out for a massive overhaul, but more complaints may help in the drive for reform. No wonder more and more people no longer trust the pensions system

Edited: 22 July 2024. Just seen a reply asking me to contact tpaenquiries despite my message stating Ive already contacted this same address. Proves what ive suspected: these replies are from bots. Hymans doesn't read these reviews!

They can't even pick up the phone! Totally incompetent administrators. Any company using HR for their pension administration shows the contempt they have for their employees past and present. Trying to sort out a Serious Ill Heath Payment for a client who has very little time left and can't even speak to anyone to see what else they need. Everything requested was with them last week, no acknowledgement or correspondence received. Good luck to anyone who has the misfortune to have to deal with Hymans Robertson.