It has been over three months since I started the process of setting up a beneficiary pension following a bereavement. Thankfully, I am not in immediate need of these funds, but it’s concerning to think about those who might be. At no point was I informed that this would take such a long time. During one of my many follow-up calls, I was told it could take 6-8 weeks, yet here I am, over 12 weeks later. Each time I call, I find myself transferred between numbers, often waiting at least 20 minutes, with no one taking accountability or explaining the delays. Emailing the bereavement team also proved frustrating, with response times of at least two weeks. Some messages were sent via a secure service, but the links didn’t work, forcing me to navigate through indirect links just to access the information. I lodged a complaint about the delay two weeks ago, and it took a week just to receive acknowledgment. The distinctions between the two companies involved remain unclear and poorly communicated. Overall, I am shocked that such a company can function in today's environment. It seems to lack a customer-centric approach. My experience has been limited, but if you have dependents and want your pension to support them after your passing, I strongly recommend considering transferring to a different provider while you still can.
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