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Outstanding customer service from Jim at TPT Retirement Solutions
I spoke to Jim at TPT Retirement Solutions on 6th July after experiencing difficulties accessing my online account. I explained that I am currently recovering from a stroke, which has made dealing with some of these issues particularly challenging.
I was also concerned because my pension transfer had been halted for a second time. Jim took the time to look into my account in great depth and patiently explained what had happened. He discovered that there was an incorrect date of birth on my account and that, although the administration team had corrected the information, it had only been applied to one of my pensions.
Jim explained exactly what needed to be done and arranged for the necessary forms to be sent to me by post. He also explained that once completed, I could attach them to my online account.
What really impressed me was that Jim offered to call me back in 15 minutes once he had looked further into the situation — and, importantly, he did exactly as he promised. That follow-up call may seem like a small thing, but it made a big difference to my experience. It showed that he genuinely cared about helping me and wasn't simply trying to get me off the phone.
Throughout both conversations, Jim was helpful, patient, understanding and genuinely empathetic. Given the difficulties I am currently experiencing while recovering from a stroke, his calm and reassuring approach made a real difference.
Jim made me feel like a valued customer rather than just another caller. His willingness to investigate the problem thoroughly, keep me informed and follow up when he said he would is exactly what excellent customer service should look like.
Thank you, Jim, for going the extra mile. You are a real credit to TPT Retirement Solutions.

Polite & efficient

Very helpful, spoke to Rikita today, was helpful and patient.

Raj was absolutely amazing, nothing was too much trouble, very understanding and helpfull.

Jim Primmer was brilliant today! He patiently supported me through my questions and stayed with me until everything was set up. This included some problems and delays - Jim had a progressional sense of humour that helped me feel confident and at ease. Excellent customer service. Jim deserves a pay rise and promotion!

the person i spoke to was very patient with me and calm during my call for help

Paula from the pension service was very helpful explained everything to me. Paula took her time and made sure I understood everything.

My pension contributions ended as I left the employer who set it up for me.
Within a couple of minutes, I was informed that any paperwork would be emailed to me by the end of the week.
As easy as that so thank you TFT

I have called a couple of times previously and everyone who has answered my calls has been so knowledgeable and helpful. Today I spoke with Sabrina who was also very helpful, patient and friendly. She talked me right the way through the whole process for what I was trying to achieve and by the end of our conversation I had gained a new skill using my phone to complete forms! Customer service is brilliant.

I received very good service from Sabrina who was very helpful and patient when I was having difficulty accessing my account and talked me through the process,which I managed successfully in the end.Thankyou for your help.

The knowledge of the advisor. The patience aswell. The timing she took. Paula called by my first name and it became easier to talk

Paula was very helpful and friendly and dealt with my query immediately and efficiently

The lady who helped, Paula, was very helpful and was able to assist with my queries in a friendly and knowledgeable manner.

Excellent Service.
I received all the help I needed.

Jyoti was very helpful and answered all of my questions. Anything I was unsure about she was able to confirm with me the step by step procedure.

Great Experience

Having (like most people) interactions with a variety of teams, can be and sometimes is quite trying, being bounced from pillar to post (quite frustrating). However, today was the most pleasant and helpful experience I've ever had. Sabrina(s) customer relations are exemplary, tone of voice, politeness, personalisation, helpfulness and all-round demeanor is a blinding example of very good if not exceptional customer service. It was a real pleasure, quite unexpected, a surprise, customer services done so well. I was very happy to enter this in to trust pilot, where I at first declined the invitation to provide feedback. But after, I wanted to provide feedback on account of our conversation. So five stars +

Very professional and pleasant conversation was had, thank you for your help in pointing me in the right direction..

Answered all my questions. Straightforward.