Review Time
Michael Reilly was really helpful, I wont go into the detail of the problem, but Michael used his intelligence to find a quick and satisfactory solution. He is a lovely chap and a credit to BW!
Bereavement case where they have failed to pay out a death grant, holding up finalising a deceased members estate. They have had forms through their portal for three weeks having my bank details. When i chased it last Friday, they said it was in their Queue for checking and payment made to my bank account early the next week. A week later & this has still not been received .This is unacceptable. I am a retired pension administrator myself & wouldn't dream of not keeping my promises. They have no formal complaints email either which they should have. This needs to be set up.
Still waiting for a reply to my queries submitted Jan 12 2026 via your pension management site. I submitted a previous negative review on Trustpilot 15 Feb. You replied immediately to that and said to email you. I emailed you 16 Feb. No response to that either. Name, scheme number and other details provided. Looks like you are holding onto money.
Where to start with this organisation.There are two fundamental issues;1. They have no facility for drawdown, thus once you wish to access your pension funds you have two choices. Take your tax free pot and buy an annuity or transfer to another provider.2. Having opted for transfer you then encounter the second challenge. They are not only woefully unresponsive but have an infrastructure from the 1990's. All paper based, requiring "wet signature" and GPO reliant.As a result I have been attempting to transfer funds since December and am little further on. Due to this I am having to amend my approach to pension management and make drawdowns I was not anticipating.As an example they logged a request to provide an email to the new provider eight days ago and, on chasing this morning, have still not sent said email.Oh, they rarely answer the phone either, 18 minutes on hold today.In fairness their colleagues, once reached, are courteous and helpful.If I had my time again I would go nowhere near them.
It is been Nearly a Year since Mark Pipe was contacted about the death of my husband. His Expression of Wishes clearly stated me as the beneficiary, since 2017. BW has had little contact with me; and did not assign a neutral successor trustee for my husband. This has been a difficult and stressful time. BW are allowing a short-term Ex-wife to steer things, with a Conflict of interest. Resolution would be appreciated! I’m still waiting over another week for Mark Pipe to get back to me.
As usual with BW things happen at glacial pace. Highlighted by the response to all emails as here; "Thank you for your email, we can assure you we are dealing with your request, and we aim to respond within 5 working days."I really wish you would take this auto responder off your email system. Telling long term customers like myself that you AIM to respond in 5 days is not a good look!
My interactions with Barnett Waddingham have been incredibly frustrating. The portal offers very little Information, and information requests placed there are largely ignored. Phone queries are just as poor, because agents are unable to hand information out over the phone. When you do find someone to email, emails are largely left unanswered, even though commitments are made to respond within a specified timeframe.UPDATE: This issue has now been resolved. However, do not rely on receiving your funds or information in a timely manner. Also, factor in that they might use an emergency tax code.
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