hymans.co.uk

Another very dissatisfied customer

I have suffered a similar fate at the hands of Hymans Robertson as most other of your reviewers. Their customer service levels really suck. I have been trying to obtain my regular pension payments from this organisation for 6 months now and I feel like I'm getting nowhere. Firstly, there was no communication from them whatsoever at the time I retired, even though they acknowledge in all their documentation that my normal retirement date was in June 2025. After a battle to obtain the correct contact details for the scheme I am connected to due to the total lack of any information on their website, I contacted them to find out what was going on. It then took them well over a month to send me my projected benefits and instructions how to proceed, which required me to confirm that I wanted to receive my pension payments....well, duh!!! I was then instructed that I needed to send them numerous documents electronically using their dreadful software, which didn't even provide an acknowledgement that the documents had been successfully submitted. A few more weeks went by before they advised me that I had failed to submit one document, which I duly did using the same awful software process. More time passed, and then I was advised I would need to electronically submit ID information using another piece of software....this required me to supply photographs using my phone. Unfortunately the software didn't work as it was unable to detect the camera function on my phone, even though it is a late model iPhone. I then tried my wife's phone, which is the same model of phone and, lo and behold, the camera was detected....however, yes you guessed it, after several more weeks of silence my ID was then rejected. The reasons for rejection weren't given, so this meant I had no idea how to submit the ID any differently. Anyhow, I persevered, assuming the rejection was because of the use of my wife's phone, I tried my phone again, only for it to be rejected again for the same reason, so I tried using the camera function on my laptop. I am now in this period of radio silence again, have been waiting for a further few more week having no idea whether my ID has been accepted. I strongly suspect that Hymans Robertson will now come up with yet another excuse to refuse my submission and delay things even further, and I am very strongly suspicious about their motives for introducing these delays. Throughout the process, I have been regularly calling or e-mailing this company.....it is very rare to get through to anybody, and on the rare occasions I have managed to speak to their staff, they come across as very flippant, non-caring and totally unable to deal with the problem there and then...they just refer you back to their infernal process and dodgy software. Phone calls are frequently not answered, and then you are invited to leave your details, with a promise from them that they will call back...I have left several voicemails and on no occasion have Hymans Robertson had the courtesy to stick to their promise and call back. E-mails are ignored, or if they do respond, it tends to take them at least two weeks, which is just appalling in this day and age. So, I still feel I am miles away from getting these payments being paid, shocking to think this is MY MONEY. I can't believe my former employer that are a very highly regarded and long-standing British company engaged the services of such a dreadful company as Hymans Robertson to administer the pension scheme. My next port of call will be the Citizens Advice Bureau (apparently the FCA do not deal with complaints from individuals about their personal issues!!) as it a complete waste of my time trying to communicate with Hymans Roberston and I'm not sure what I can do to persuade these clowns that this is serious and needs sorting out.

Date of experience: Nov 12, 2025