WTW Reviews 

So here we are again, WTW you are absolutely shocking you’ve got the ONE STAR and that is only because there’s not an option for zero.
I’ve been trying to get my lump sums for well over a year now and I’m still waiting and please please stop with your generic we are sorry blah blah blah please email us and we will make sure your query gets to the right place yet here I am AGAIN as I’ve said before I was diagnosed with cancer last year which is why I want my money.
Stop with all the we need this we need that I’m not sure how many times you want me to send you the details you have requested so for goodness sake someone please sort this out ASAP.

What went wrong this time?  Dealing with WTW.
How can this company improve?  Anything  would be an improvement.  Do what they are paid to do. 
Be honest, helpful & constructive.  Honest, no problem, worse company I've had to deal with on any of my pensions by a distance.
Helpful, how could I be helpful, let's start with the little things, don't call clients "mate" then try to work up to actually closing out issues & dare I dream, pay the client what they are owed.
Constructive, again not difficult, try replying to email & phone calls.
 
The old classic, I'd give them no stars if I could.

Had a query on the WeChat about accessing my pension. Teddy was able to answer it very quickly with no fuss

Still waiting for my DC pension transfer to be completed 5 months later. I've been consolidating my old work pensions into a SIPP, 4 in total. The others were all completed within a month with minimal input from me or my SIPP provider. The WTW administered one is still ongoing for whatever reason, chasing them weekly. Just really horrendous administration, the website is also awful and seems to be from around 1999.

Absolutely dreadful service. They take an age to respond to emails and more often than not they don’t answer my query.
I have requested a significant tax free withdrawal from my pension.
I have asked when exactly this will be paid and I’ve been deafened with silence.
Why so many big companies entrust this Mickey Mouse company to administer their pensions is beyond me.
I suspect I shall get the usual copy and paste reply.

Back to back delays and failings,

This company have insisted on documentation that doesn't exist, does not have processes to deal with Scottish law and will take 2-3 weeks to respond to each eamil sent. Today I asked for a form that I need to complete to move my pension to a better provider and that form will take 5-10 working days to be emailed to me!

Update: I won't be emailing any more, I need to wait 1-2 weeks to get a form to move my complaint, can't escalate a complaint to the IDRP for trustee review as I still haven'treceived the form. The issue has already being reviewed by the trustees (so they are marking their own homework). The only reason I am doing this is that it is a necessary step before going to the pension ombudsman, then the unions, and then the press. I will jump through the hoops you put in place and then raise the whole documented issue with people who can do something about this shambles.

Teddy was super helpful and was able to answer all my questions quickly and accurately to help me understand my pension! Thank you

Friendly knowledgeable assistant called Jules, via the chat, came online immediately and was able to resolve all my questions immediately

Great, really helpful, fast response, very supportive

They run my pension plan, impossible to log into account, impossible to use recovery tools, impossible to contact customer service, ridiculously outdated technology, complete dinosaur of a company.

I had to give one star in order to write this review otherwise they deserve minus star!!
I received a DHL widows pension since 2003. I’ve moved house and informed, supplied full information in April 2025 when I moved. I have been receiving pension every 10th of the month since then with no issues until March this year when, when without any notification my pension wasn’t paid!
I contacted DHL Customer service to ask the reason for non payment. They informed me they had sent letters to my old address which had been returned therefore they stopped payment for security! I couldn’t understand or get clear answer as to why someone didn’t email me or phone as these questions are asked (for security) every time you contact them. Surely this would have been the quickest and stress free way.
I have submitted all information again regarding change of address and received a letter from Willis Taylor Watson requesting more information to my current new address. There is no further information or documents I can supply.
I telephone DHL customer services every week sometimes twice a week to ask what’s going on. Always told they’ll escalate to admin. They say they have all information and that it is up to admin to update system. I’m now heading to three months without my pension and having to borrow money to get me through the month. I have written a complaint and had no response. You cannot complain to ombudsman until after 8 weeks have passed from submission of original complaint.
I’m totally at a loss, very stressed and don’t know what else I can do to rectify this matter.

Graham helped me access my online account quickly over the phone following simple instructions, great customer service!

I liaised with Jules on the WTW chat (albeit the initial chat cut me off during the transfer from the chatbot to an agent!
Needed to have my recently posted documents sent as PDF's and Jules arranged for that to occur today, so hopefully as it is only 10:20am, I shall receive these by the end of the day?
Generally, WTW is not quick at resolving any issues I have raised before and even obtaining the documents I received recently in the post, took about 2 weeks, which is far from ideal, but hopefully time will tell to see that Jules was able to achieve what I requested today.
4 stars for Jules (it would have been 5 stars, if the bot didn't cut me off and make me have to start all over again!), but only 2 stars for WTW....

Awful incompetence. It took almost 6 months to get my AVC funds. I was buying a house at the time and the whole process was difficult stressful. They didn't reply to most of my queries, now I have finally moved house and I informed them in writing of my new address. I STILL received a letter from Alexis Nexus on WTW's behalf asking me to confirm my address as WTW seemed to have lost contact with me (somehow the letter was sent to my new address therefore they had the correct details so why not WTW?). It was just the latest in a long line of stupidity lasting almost two years. I would not deal with this company voluntarily, I'd rather have my pension in a box under my bed.

Very quick to solve problem with a helpful solution.

Jules was incredibly helpful and efficient. I had the information I needed within 2 minutes of connecting, thank you.

This company took over the management of an old final salary pension scheme. Under their management the CETV value of that pension has decreased by approx 42%. Because i watch the value i have seen it decrease year on year. Prior to them it was increasing. They said due to interest rates but they have swung in all directions but still value falls either way. I have been asking for an explanation for 6 months now, but because an email has a minimum 10 day turnaround and occasionally gets the usual fob off answer i still do not know why. If you have the chance, stay well away from these people ! The support is next to useless the service is the same.

Thans for your reply but you have had 6 months to sort this out and only rubbish responses including this one. don't embaress yourselves further

Still waiting for overdue pension payments Zero communication zero staff ownership ( refused to give email addresses) and I’m doubtful the staff names given are their actual names

The colleague I spoke with (Jules) was very prompt and bale to answer my question straight away.

was easy and only had to ask questions once and the representative really understood my query
Vinita was fabulous