Standard Life UK Reviews 

I attempted to change my name and the process has been abysmal. I submitted my request in June 2025 and have only just had it actioned when i put a complaint in.

My complaint was closed stating they requested additional ID at the time i sent in my documents. This isn’t made clear when requesting to update your name on the app, essentially setting customers up to fail when they aren’t able to provide requirements. Common sense would suggest after the second time i submitted my request; a call should be made confirming what we need?

The handler only attempted to call me once before issuing a letter that my complaint was closed.

I would like to mention Reece Aitken and his colleague Mike (apologies I didn’t catch your last name). Both amazing on the phone and when i experienced technical issues during my call with mike, he attempted to call me back. This is not something that has happened during my other calls with standard. Thank you so much Reece and Mike for your help.

Part of the phoenix life group. Lost thousands of pounds, due to their delays and incompetence.

Been waiting 4 weeks now for my money..every time I ring fobbed off..joke

The worst customer service. Staff don't have the knowledge required, they never call back when then promise too, and so far I am 4 months in with no resolution to a bereavement issue, made worse by the poor service. Avoid them at all costs.

Easy to deal with, all the correct information available in one place. Handled my transfer with minimal fuss, quick to update portfolio. Pleasant experience

Easy to deal with, very good assistance from the agent

Abysmal. Left work to start up my own business with my partner and decided to cash in my pension to give our business a boost for stock etc. They paid the tax free amount into the correct bank account on 3rd March 2026 and the taxable amount into an incorrect account. I am still waiting for them to pay me my money on 30th March. They say they are waiting for the money to be returned. Why must I be penalised for their error. Never call me back when promised. Even my financial advisor is on the case for them to send me MY money and for them to track down the money they sent in error. This has seriously affected my mental health. I don't know when I'll receive my hard earned money as no one seems to know what's happening. Truly atrocious way to treat someone. A multi million pound company can't even send me my small amount to help our new business.

No problem transferring my pension from ReAssure to Standard Life, really helpful in call centre and would definitely recommend.

If I could give a minus score I would extremely poor service when you phone them seems like you're on for ages only the be cut off by the automated line hardly answer emails . Never use these again

Great customer service really helpful explaining everything step by step I now understand the process they did everything they told me they would

Reliable service hastle free responsive

My pension was incorrectly transferred and not transferred back quickly even though it was high priority!!

Only been part of one of their plans for less than a month, and according to their web page, I am already losing money...! I am soooo excited to be part of Standard Life's journey???

On top of that, the laborious sign up and sign in process makes users jump through hoops again and again and again...it's not user friendly at all. Given that users lose money before they've even started, why would anyone want to pretend to be a customer??

And then, as if that wasn't enough, they suggest users download an app...so I did. When users log in to the iOS app, they are presented a screen about cookies, which I NEVER accept. So I click Disagree, and the useless unfriendly app chucks me straight back to the login screen! In other words, they bully users into accepting cookies if they want to use this appalling app, which is horrendous behaviour.

Sipp bereavements, what a nightmare. After 3 death certificates and requested paperwork. Received 1 set of post back with a tea stained letter . Im still waiting for the other 2 death certificates which I had to buy. I cannot believe it will take up to 2 year's. I hope no one has to wait as long. I wouldn't recommend this company to anyone. My next step is now going to financial Ombudsman. No one should have to wait 2 years after the death of a loved one.

Shocking customer service - I have an old pension from a previous employer who clearly entered my date of birth incorrectly I have tried to resolve this several times with no luck - I cannot register for the online account as it says my details dont match when I email they say cannot accept emails and when I ring they say my details dont match so I have a pension pot that I cannot access and is set up with the wrong details but no one seems to be able to help me resolve this - very rude customer service advisor on the phone

Very good
No fuss
Kept well informed
Plenty info sent
Very satisfied

Yes Shane, you're correct...Almost! It's funny how your final response gives the punter zero time to reply and argue the point.

Not to worry, not long now until my transfer happens and you can treat your 3 remaining customers to the high quality, top notch, expert service you provide...NOT!

DO NOT USE STANDARD LIFE - THEY ARE USELESS

Had a problem logging in to my new account.
But a quickly answered phone call sorted it.

Nicola was completely unhelpful in finding my account, and attempted to move my request onto someone else by suggesting I can only correspond by post.

Do not use this company I can’t believe a company of this size treats customers the way they do they think it’s ok to hold you money for as long as they want like o it’s a busy time or we made a chap’s payment then find out it’s gone back to them don’t tell you and when you call you get it will be looked at it’s in a queue or we can’t speak to are payment side I believe maybe doing it to make more money on everyone who has a pension with them and I have just looked at there reviews in here they must be embarrassed that there service is so bad I am now closing my account with them and will be recommending everyone I know never touch them is so bad
To be fair all staff are friendly but nothing ever gets done twice in 12 months I have had same issues not the best company I have delt with but all we can do is take your money elsewhere as they don’t deserve to look after it