Hymans Robertson LLP Recensioni 

After my father died in December 2025 we have been trying to sort out the beneficiary entitlement that my mother is owed. This has now been going on for 8 months and we are no closer to having an answer.

Every time we call we get through to a call handler who takes all of the details and then we never get a response from the 'delivery team'. We are told to wait 20 days for a response and never get one. All emails are just answered with an automatic reply.

At the moment we are at a loss as how to proceed and have had to speak to the pensions ombudsman for advice. My father paid into this scheme his entire working life and now Hymans Robertson are making it near impossible for my mother to given the money that she is owed.

The website states 'Exceptional Client Service - Our clients are at the heart of everything we do'. If this is the case then it should not take 8 months of stress and no answers to have this actioned.

My mother repaid an overpayment that was made after my father passed straight away in February. How come she can pay money back to them but they as a company are unable to get their act together and respond to my my mother in an appropriate time frame?

I recently discovered that my monthly pension payments have not been made, with no explanation and leaving me in a dire financial situation with thousands of pounds of debt accumulating with every month that passes. I have tried every means I could to contact Hymans Robertson. All I was able to achieve was a brief conversation with a call-handling service who would pass on my details to Hymans. I was warned that the expected response time would be 20 working days and there was no point in using the "help-desk" number asking for updates as the call-handler would have no access to any information and I could not speak to Hymans directly. I've also used Hymans website "enquiry" system and sent emails and tried other phone lines. I have had absolutly no responce. This lack of communication is totally unacceptable and the whole situation is causing me and my family great distress. I strongly feel people should be made aware of the appalling lack of communication from this company giving the impression that they don't care about the hardship and distress they are causing. I have only given one star on this review because there doesn't seem to be a way of giving none.

The same tale of pension woe here as all of the others I'm afraid. Anticipating potential delays I requested a quote (looking for a retirement date in mid-July) in early March; I was told I would have to pay £250 as I had requested a quote within the previous 12 months (oh how I wish I'd acted on that quote now!) and that I needed to wait until June for a free updated quote. So I put my request in again at the start of June as directed and have heard almost nothing since. No acknowledgement of my request beyond the obligatory auto-email, no assurance my case was being looked at.

So after a month I called the 'urgent inquiry' line to find it was just the call-handlers with no system access etc. - and managed to get an email out of the organisation that asked "would you like your quote via email", but with no other details, timeframes etc. So I responded, but have heard nothing since for another month, despite sending emails and re-ringing the call-handlers (the latest of whom really didn't sound like they knew what they were doing).

Overall an absolutely shocking experience - why any pension fund would willingly engage their services I do not know! And my story is far from the worst here (although it is still unresolved and could yet develop into a total debacle as per some of the other testimonies). It is particularly distressing as my work nowadays is seasonal and I was relying on this income to keep me financially afloat over summer when wages are low; now I'm watching my savings fritter away and desperately trying to sell belongings to pay my bills until work picks up in autumn.

If I'd had any idea it could be this bad I would have taken last year's quote at the reduced amount. And if I'd been given a heads up re how bad the delays could be back in March then I probably would have stumped up their £250 just to guarantee (although I use that term reservedly) that the payments would start on my desired date. Instead I'm left harbouring regrets and feeling distinctly out of pocket. Utterly dispiriting at every turn.

UPDATE:
11/08 - still haven't provided the information we asked about.

They actually contacted us! However they still didn't answer our main question ..... 07/08 still waiting for a reply nothing even after response asking me to email, will update this if I get a response for transparency

Quite possibly the most frustrating and appalling level of customer service we have ever experienced.

We are still waiting for basic information regarding a trust, and it has now been nearly two months since my sister-in-law first raised the question with Hymans Robertson. It has also been a month since I personally started trying to contact them, repeatedly attempting to get someone to actually deal with this matter.

Despite all of this, we have heard absolutely nothing from anyone who appears to have any intention of resolving the issue. The only thing we have managed to achieve is getting through to a call-handling team, who seem to be completely powerless to do anything other than take messages.

This isn't a minor inconvenience. Their complete lack of communication and urgency is now holding up the entire probate process for our grieving family. At a time when we should be able to focus on dealing with the loss of a loved one, we are instead left chasing a company that appears to have no interest whatsoever in providing answers or even basic communication.

The sheer lack of professionalism, accountability and compassion is genuinely shocking. We shouldn't have to repeatedly chase a company for information that should have been provided weeks ago, nor should a grieving family be left completely in the dark while an already difficult probate process is unnecessarily delayed.

If you have any choice whatsoever in whether you use Hymans Robertson, I would strongly advise you to stay well clear. Based on our experience, and judging by many of the other reviews on here, this level of service unfortunately appears to be far from an isolated incident.

Avoid.

My former employer has contracted out the management of my pension scheme to Hymans Robertson. Having elected to take up my pension months ago and completed all the requested paperwork nothing has happened.It is impossible to reach anyone who will explain the delays and give a concrete date of when it will be resolved. They are completely unprofessional. I have raised a formal complaint, but I am sceptical this will resolve the situation; I expect to have to report them to the ombudsman

I have given 1 star because I cannot give a big NONE.
I retired back in March 2026 and as I did not hear from humans regarding my frozen pension I have been trying to make contact with them via numerous phone calls and emails, phone calls through to a call handling centre who take my details to pass on. All the emails I have sent include a formal complaint have resulted in a automated reply, the service is diabolical and I will probably be DEAD before I get my pension. I agree with other complaints we should contact Martin Lewis.

I too am having problems with being ghosted. I started the enquiries back in February 2026. Filled out the forms and uploaded all the documents required at the start of May. Then it went silent. I have emailed and called the helpline to be told every time that my enquiry will take 20 working days despite the number to call being for URGENT enquires!!
I am requesting what I am entitled to, and getting the feeling as others have suggested that Hymans are holding on the the money. Not good enough. If I do not hear back by the end of this week I will be escalating the issue to the Pensions Ombudsman.

The 20 day customer reply window is appalling. While this may be required for complex calculations, simple admin requests should not be shielded behind this target. I have not had this poor level of service from Hyman Robertsons in my previous dealings with them. Who has authorised the new - no direct contact with clients policy?

Writing this on behalf of my Husband

I am now going
to log an official complaint now regarding the issues I have been experiencing with Hymans Robertson with dealing with my pension settlements. I had received my retirement options pack in 26th of May 2026, after being awarded ill health
Retirement, After completing my chosen option and returning the form I received no further communication until 4 weeks later, to say they had received my form and that I hadn't selected any options to indicate whether I would be receiving any other pensions. NO WHERE on the form did it ask for you to select an option! It states if you are not in receipt of any other pension go to the next and so on!! Which I did.

I was asked to make my selection via email on to a digital copy to which I did, I also took the time to Print out a paper copy and posted, to ensure all areas were covered! A few days later I received another retirement pack asking me to complete and select my options!! What is going on with the administration department and the lack of communication correspondence and ability to process my request? I was then asked to provide and verify my identification, which I sent and once again I have been asked to provide it once again as apparently my image is slightly blurry!!!

Due to this ongoing hold up in processing my pension, I have had to use all my savings to cover my mortgage payments and daily living expenses. This is putting undue amount of stress on my myself and my family, as I am solely responsible for ensuring family finances are maintained in our home. Due to my wife being a caregiver to our autistic adult son.

This is an absolutely appalling company to deal with. Calls are ignored, the website is poorly designed and they hide behind the "Receptionist portal" who explain that, "they have no personal data and cannot do anything to help except refer your problem/query forward to the administration team who will try to get back to you in 20 working days."
Of course, as has been stated before, these responses happen very infrequently.
They seem happy to collect their commission but not happy to assist the pension scheme members from whom they are taking said commission.
This could be translated as taking payment for services not provided.
I'm sure there must be a legal term for this practice.

If I could give a negative score then I would. I have been contacting the organisation since April 2026 with a simple request of a bank account change. Reading all the negative reviews, it would seem that I am fortunate to be actually getting a payment- albeit to the incorrect account.
I have phoned numerous times- all that happens is that someone takes the details to pass on to the relevant team. But the " relevant team", is not responding. I have provided my new bank details via a secure link - and still no response. The last time that I spoke to a call handler,I said that I wanted to make a formal complaint- and they haven't even responded to that. I can only assume that the problems are caused by poor management decisions, which have not put in place sufficient staff to actually process the claims. I am now going to make a written, formal complaint, and if I do not get a response in the designated timescale, then I will escalate to the Ombudsman. It's very disappointing that a supposed, professional organisation, is getting away with such appalling service to the members of the various pension schemes.

Absolute disgrace, contacted them on the 14th April to request my works pension statement as I turn 55 next month, one email reply 2 weeks later stating that they were looking into the pension which they acknowledged they have, absolutely no replies to the other four email requests for updates and you might aswell call the speaking clock than the call centre. Ten weeks upto now for a statement seems excessive with no contact after several requests for someone to contact....next step pensions ombudsman.

Hymans Robertson are the administrators for the Taylor Wimpey pension scheme

As others have stated, their customer service is appalling

They are so slow at replying to any issue and if you call them you get to speak to someone who just reads from a crib sheet and then tells you not to expect a reply for at least 20 working days

UPDATE
Finally received a letter indicating when my pension would be paid from after ignoring previous attempts at communication

Figures in letter are completely wrong

Rang again .... can only speak to a call centre who have no access to information

They simply pass a message to the company and again state that I should expect to hear back in 20 working days ...and please don't contact us again to chase this up!

Unbelievable that a company shields all its calls through a call centre who have no access to systems

FURTHER UPDATE - 30TH JULY
######################
Have sent a number of emails to the company, in particular to Joanne Kennedy ... and copied others in. A month later and not a single reply ... appalling customer services yet again

i was notified that this scheme was closing in approx oct 2025.
At the time they said they were going to pay me my pension of 17K all i had to do was, give them my bank details and give proof of I.D.
A couple of months later the amount had gone up to 18K over the government limit.
so they gave me a form to fill out so i could still get it, i had to do my I.D again.
They still have not paid even though they said they would on the 21 May.
They have sent me another form that was password protected which i sent on the 06/06/2026 via secure link.
The morning after they asked me the password which they know, as it is my national insurance number.
yesterday i received by post two more copies of the same form by post
if i send them an email it takes them ten working days to answer they then give me a number that i have called but no one answers ,you give them your number and they should call you back (never have)
I have had no response to any email since sending a document which was pension options, i want it all my money to be transferred to my French bank.

Asked for my BSS Group pension options in early April.
Received an incomplete form the end if May, they had missed off some if the details.
Rang them immediately, the usual I can't help you but will pass on the request receptionist answered the phone, please allow 20 working days blah blah blah.
20 working days have now gone by so I telephoned them again and the 20 working days begins again.
It would be nice to be able to access my money.
Terrible service.

I initially had a few problems with this company due to lack of response, I have now had a reply and name for point of contact which is great, communication has been spot on since. Now waiting for my quotes which hopefully won't be too long.

Absolute shower! Try getting a password reset for your pension portal. They have outsourced their call handling who can only take a message and read bland statements saying 'we'll endeavour to get back to you within 20 days'!

Hymans Robertson are a complete disgrace. 1 out of 5 is lowest score I can give as unable to give minus scores. They have no understanding of good customer service. More importantly the serious financial problems they are causing for scheme members who are now relying on their pension income but cannot access it because of delays and more delays. How the pension ombudsman isn't asking questions about how this company is run is beyond me.

As administrators of my company pension, I contacted their Glasgow office back in February asking for my pension but due to delays and lack of response had to put the date back. Like everyone else I'm now in complete limbo as nobody responds in a timely manner. Emailed a complaint to them a few weeks ago but no response. Still have no idea when I'll be able to get my pension put into payment by them. Was hoping now for 1 July but can't see that happening.

They need to get more staff for their Glasgow office or divert their resources from their London HQ office to manage this situation as they are not improving. Reputational damage has been done and I would not recommend them to anyone based upon my experience so far.

Next option is to contact the ombudsman.

Completely useless. Please dont send me that email address tried that many times !and the urgent number they give is just a call handler who takes details and advises a 20 working day wait. 6months trying to resolve. Formal complaint being made.

Very hard work. I have been trying to claim a small babcock pension since last October. They have had my paperwork since 3.3.26 which I wrote on it to send the authorisation link and they have just emailed to ask if I want the link sending . Every time you email or contact them it takes about 4 weeks to respond. The person that answers the phone just takes a message.What a terrible service. I told them last year I wanted the pension for April 26 and here we are in June and no sign of it yet. Its very frustrating. I am considering contacting the fca to complain