Hymans Robertson LLP Omdömen 

I can only mirror existing reviews. Been trying to move my Clark’s pension to my SIPP company since October 2022. Although I seem to be able to speak to people here, generic roadblocks, need more information because they move the goalposts, passed for “internal review” although no one can tell me what they are reviewing, no callbacks, no copying me into communications with my SIPP provider despite my insisting, conflicting information, the list goes on. Coming from a customer service background as I do, this is truly shocking. Scheme trustees, pension ombudsman, and court are my next moves I’m afraid.

I asked to draw my pensions to pay for my wedding that was two years ago and i'm still waiting for my MENCAP payment i have sent numerous forms asking for you to deal with my partner Hazel Frost but you dont answer the phones or emails
Im going to escalate this to the media as I have lost £10k in value whilst waiting for you to ask for 10 copies of my driving license and passport.
Last week portofina have recorded calls where the phone was put down on them .
i see you always say you dont have enough

I have been involved in financial services since 1988 at various roles, but always servicing and development at a corporate level. I have never received such appalling communication or service from a financial service company. If this was the standard I'd be ashamed to be associated with the industry. @Canadalife should seriously consider changing their staff scheme administrator.

Rated 1 out of 5 stars
18 Apr 2023
No response since 23rd March!
No response to emails, letters and a phone that rings and rings and either doesnt get answered or if you leave a voicemail they never reply! Been trying to contact them about my fathers death/pension and not even an acknowledgement to say they are looking into it. Having to contact anyone about my late fathers death is distressing enough but not respinding to a bereaved family in any form is despicable. I have emailed every email address I can find (including the one they list in all of their very generic/cold replies on all the other reviews!) Speaks volumes that they have such awful reviews!! Shame on Clarks Shoes for using them as a pension administrator and shame on them for disgusting behaviour.

Date of experience: 18 April 2023

Edit
Reply from Hymans Robertson

Updated 19 Apr 2023
Thanks for your comment. We have made the relevant team aware of your further contact and one of our team are looking into this matter further for you.

UPDATE 16th May 2023
Your escalation meant I received an email requesting more information. Duly sent said information and guess what folks???!!! Not heard a thing since! My father died 2 months ago tomorrow and you cant even give a projected widows pension to my mother. SHAME ON YOU, EVEN BIGGER SHAME ON CLARKS SHOES for making their pensions department redundant and sub contracting out to Hymans Robertson. What a farce.

My affinity water pension is managed by Hymans Robertson LLP smd I have to say the response from them is practically non existant. They do not answer the phone or reply to emails. The sooner I can get my pension out the more relieved I will be. The customer experience is poor and I have not felt valued at all.

I have been waiting for a pension forecast since January this year. I initially had to send 10 different emails and leave approximately 20 answer messages before I eventually got a response. Was told then it would be done. I have now made another 10 plus phone calls and sent as many emails, with no response. All you receive is an answer message asking to leave your details and some will call you back and no one does. A generic email arrives as soon as I send an email saying that its being dealt with, when clearly it is not. I have tried the email address posted on here to contact and its made no difference. Like the previous review I would have left no stars if I could.

Last week I emailed TPA enquires for Hymans. Guess what, still waiting on a response. Customer service is absolutely shocking. Wake up Hymans and please sort out your customer service. Left a message on 9th of May, still waiting to hear back. What's the point having a system to leave messages when you don't call back. I have been contacting this company who are my previous employers administrators regarding my pension. I have completed forms, sent security evidence and still waiting to hear when I will receive my pension. The service is shocking. My rating is 0 unfortunately you cannot select 0 in the rating. You leave messages to receive a call back, no one calls you back. This company does not provide good customer satisfaction at all. They have my money and I am entitled to my pension, they do not care at all. Terrible service Hymans and it is time you done something about this and review feedback to improve the awful service you are providing.

I have sent an email to your TPAE email ….. fingers crossed I get a resolution quickly!

I echo all of the comments here. I have been trying to get a pension estimate but the service is dreadful. They sent me a covering letter but did not enclose the estimate. I've tried phoning, leaving messages and emailing, and I can't get a response. I'm really concerned about the ability of this company to manage our pensions professionally, and I'm due to start receiving the pension from next January, so judging from others' comments its going to be a battle to try to get it.

No action in 4 months.
Sadly I have nothing positive to say about this company. If it were possible I would give a zero star rating.
Like many other reviewers, I have been trying to start my pension and have still not got anywhere. Four months ago I requested commencement of my pension. I had no replies to any of my many emails, only an automated acknowledgement. No answer to calls to the help line, nor any replies to the voice messages I left. More recently they have answered the phone, but have still not provided the updated quote they promised. (The previous figures they provided were incorrect.) Now escalating through my ex employer.
Next step is the Ombudsman.

Truly awful company. Registered my option through their FSS scheme in October, had nothing but problems since echoing all the comments on here. No responses to calls, mails letters, direct calls to seniors on their website, head offices and now seriously struggling the impacts. Pension should have started December. Sent one last ask and then it’s the ombudsman, my MP and the press. Wish I could give them a minus score.

Calls and emails get ignored. I have had to chase and chase. Have spoken to the Pension Ombudsman and Money Helper and that helped. 10 months later though have still not been able to start receiving my pension.

edit: I note the comment below from Hymans but I have already used the TPA email before posting here and it wasn't helpful.

I agree with your other reviewers as this is the worst company that I have ever dealt with. I wanted to change the bank that my pension is paid into which I thought was a very simple and straight forward task, but NO it has taken weeks, no one is ever available to take phone calls and e-mails are never answered. It was only when my previous employer contacted them that they did something, I sent them forms which they said they never received and then found them!!
I would give them less than one star if I could and I am surprised that they are still in business.
ps Someone at Hymans pressed a button and sent me the usual reply. I don't think it's worth responding asI'm sure they didn't bother to read my review or will do anything about it.

What a poor, poor service!!! I have sent emails and made countless phone call to Hymans regarding an illustration for my ATOS 2019 pension fund and after 6 months no information received just generic acknowledgements and no doubt a generic email will be received about this post.
How do I get information or access my pension. Hymans Robertson are definitely not a professional company.

Having reached retirement age I requested calculations on drawing my DPD pension at the beginning of November. On 8th December, after receiving no response, I called and was told it was currently being worked on and I would receive figures shortly. (This was my 2nd call, made 3 weeks after my original request.) After another month's wait I called again, no one answered so I left a voicemail asking for a call asap. No one called. I sent another email on 11th January asking for an urgent response. I have heard nothing. What do I need to do to receive a response?
Martin

I am trying to claim my FSS pension which is administered by Hymans Robertson. I registered on the PRISM portal as requested and asked for a quote to start the process. That was four months ago and I have heard nothing. I have phoned and left messages but no response. I have emailed and had no answer. I have left complaint messages on the portal with a response suggesting an answer within 24 hours - no response at all. I have also emailed the TPA email address and no response so please don’t suggest doing that! Overall, an absolutely appalling level of customer service. I think that the Pensions Ombudsman is my only recourse now.
Update: I was contacted the next working day and got the documents electronically- completed and sent off, one query from them resolved. Six weeks later I enquired about progress as my confidence in them was rather low - absolutely no response to emails, phone calls, messages left. My next task on Monday is to contact Hymans Robertson in Birmingham to make a complaint and this weekend I will be writing to the pension trustees.

JUST PICK UP THE PHONE OR EMAIL THOSE YOU HOLD PENSION FUNDS FOR WHEN AT A VERY DIFICULT TIME IN THEIR LIVES ARE TRYING TO CLAIM THEIR SPOUSES PENSION ENTITLEMENT. YOU ARE NOT LOOKING AFTER THE INTERESTS OF THE COMPANIES WHO ENTRUST YOU TO THEIR LARGE PENSION POTS BUT THAT OF HYMANS ROBERTSON.

I have left organisation and trying to move my benefits to another provider. Two different transfer quotes....although I didn't ask for the 2nd one! Takes 1 week to receive paperwork following calls, leave messages and emails which are not responded to. Staff reply is "I think"....to enquiries. Still no further forward from Sept...suspect senior staff in my ex organisation will not receive this type of inadequate service. No assurance that my figure given is correct, escalating to comments and the pension ombudsman in the hope it will get resolved....this experience places no assurance on this organisation for pension services and would not recommend them.

Been trying to make arrangements for my pensions to be paid into a different bank. Filled in paperwork, and just one pension properly moved, the other remained at the initial bank. They hide behind an answering machine. Can NEVER get straight through and seldom, if ever, ring back after leaving a message. A total waste of space!!
Update 7/11/2022: Wrote, as suggested, to given email address. Had a reply saying I operated 'Call Guardian' on my phone, but no message left, OR a telephone number in order to contact them! Have now re-emailed asking for a telephone number (that will be answered by a human)

So a week ago I left a fairly scathing review about the lack of customer service, and was asked to contact Hyman's directly by email. I did so and received a call from someone employed directly by Hyman's who promised that she would manage my claim. She rang with updates when she said she would, she told me when she expected things to be completed, and today I received the lump sum payment for my pension. After 11 weeks getting no response at all, this lady sorted everything in a week.

So please Hyman's bring your admin back in house. You have staff who are incredibly professional and who clearly care, but your company name is being dragged through the mud by a third party who aren't as professional as your own staff.