XPS Group Omdömen 2 263

I've been trying and failing to transfer my pension out of XPS and into a different provider for the last 8+ months. XPS have attempted to block or delay the transfer at every opportunity, changing the goalposts and making it so difficult that I'm sure they are hoping that I just give up. Avoid at all costs if you can.

Courteous, professional and friendly service

The agent dealt with my request promptly and professionally and she was very polite throughout the whole conversation.

The person I spoke to was very helpful and put me at my ease. Made sure I had all the information I needed and was able to answer all my questions. At the end of my call everything had been answered and felt I could call back at any time if I needed anything further. Lovely agent with a great attitude

Takes 10 days for documents to be picked up too long but Sarah who spoke to me intercepted and is making sure I get the report printed in posted first class well done Sarah!

I would advise anyone who has the choice to avoid dealing with his company. They do not reply to emails (just send a message asking you to confirm your identity and then you hear no more), and when you ring up they are courteous and apologise, and promise to write, but you never hear anything. There is a system called Origo which is apparently widely used to facilitate transfers but XPS does not cooperate with that.

Mary was extremely helpful assisting me to access my account after I had received an email requesting that I verify my account.

You. Customers service lady was very helpful and friendly. She is a credit to your service. Thank you.

I have been trying to get information about my company DB pension for some time, last year my request went unanswered, then chased and instead of providing the information they sent me random information. This year I have tried again, 3 weeks , 1 chase , no response.

After 20 minutes have just spoken to someone and been told to expect a 25 working day turnaround... when there notification says 10.

A further 2 weeks on , have provided the details requested on here on the day and still waiting for a simple set of questions to be answered

1240995 - Probably the worst company I have ever dealt with. Over 6 months to try and liberate my pension. Still waiting. obstacle after Obstacle
They just want to hold onto your monies. PROCEED WITH CARE!!!!

Following an error I made Sarah resolved the issue promptly on the phone and resolved my query.

This was the most pleasing and helpful experience I have ever had with enquiries I had to make.

It was an absolute pleasure to find out I was talking with a knowledgeable, courteous and helpful person who had the time and patience to help and knew exactly how to explain and take time to understand what I the caller had made contact for and should be the gold standard used by all who are in the business of providing help and information to anyone seeking advice

The lady I spoke to was very helpful. Verifications were done quickly. Was able to give timelines and very pleasant to speak with.

Good communication

The agent I spoke with was friendly helpful and professional.
(Please change the hold music though, it’s terrible.)

This was the second call in 10 days to the pension bereavment team of XPS in support of a recently widowed wife of a former Kent Police colleague. She was present on speaker during the call to confirm receipt of documents sent by me via email and to seek clarification of the process going forward for her to receive her widows pension. The XPS staff member, Jess(ica) Kerr-Morgan was very helpful, friendly, knowledgeable and professional. She was empathetic and understanding, answering our questions patiently and with care, especially in relation to the financial issues over the coming few months. Both the widow and I appreciated her feedback and support at this difficult time

I reside in Canada. My original email of 9 December 2025 requesting a CETV and overseas transfer forms elicited no response, prompting a long-distance call to XPS in early January 2026. The person with whom I finally spoke (a phone tree followed by 8 minutes “on hold”) assured me that my request would be "processed” by 14 January 2026. No indication of progress in this regard, so I followed up with another email on 21 January 2026. Again, no response whatsoever. The XPS automated reply reads "Please allow up to 10 to 15 working days for a response to general enquiries however please note that more complex enquiries may take longer to complete." In the face of such a lack of professionalism or even common courtesy, I doubt that XPS is fit to fulfil its responsibilities to me or to any of their other clients, and will be seeking a remedy through official regulatory channels

I have recently had 2 separate telephone conversations with 2 member of this team, Angel & Julian. Quite honestly, they were both extremely lovely, helpful & personable people. Angel (13 Feb) & Julian (18 Feb), put me at ease & explained everything so clearly, with such a nice manor. They helped me to navigate the veritable minefield of pension information with knowledge & patience. Thank you