WTW Reviews 

Hello I just wanted to thank Sanj for his help with my Pension Valuation today. I'm still waiting for it but he was very clear with information and let me know exactly where it was in the process and gave me a rough idea of when I could expect it. All in all he was extremely helpful and professional

Been on the phone with them now for 28 HOURS!
On hold now still waiting.
Absolute joke and embarrassment of a company.

Waiting on reply from pension ombudsman regarding a complaint.

I wanted to find out about taking my pension a the time period to access. I spoke to Calum who gave me all the information I needed. Great service. Thanks Calum

Amazing speedy service. My issue was resolved under 5-10 mins of chat without having to make a phone call. Thank you once again.

Very professional and polite service.Jak was very helpful with my questions.

As a financial adviser helping clients gain an understanding of their pensions and retirement planning options, I have had the displeasure of having to deal with WTW on a number of occasions. Not once has the experience been smooth, quick, or satisfactory. Law of averages states that one of the experiences must be ok.

They refuse to speak with advisers, who the client has employed to take the stress/work from them, they force you to get the client to get the information for you (not their job), and they require you to request information from an adviser portal. This is fine for a simple request e.g. please provide an up to date valuation, but when the queries are in relation to more complex scheme e.g Barclays Pension Scheme, it does not work. You then end up in numerous back and forth communications 'on their portal' for a matter that could be covered off in a 3 minute telephone call.

When a client confirms they have a pension that is administered by WTW, I have to pre-warn the client on this issues we will highly likely experience and the service that we will highly likely receive.

Literally the worst administrator in the industry to have to deal with, and causes undue stress on clients and us as advisers. Hardly treating customers fairly and make sure you start the process a good while before you actually want to retire.

Sort it out WTW!

They are very bad at changing your pension bank account details. You'll do whatever they tell you to do, and there's no response. It's happened a few times and still not resolved. Their system and is ridiculously poor and definitely needs revising. You can ask to speak to a supervisor and they just leave you on hold. Such bad services.

Another useless customer experience - lovely email sent explaining how easy it is to login to their service, and how everything is improved. However, cant login in, support line does not work, and no way to speak to anybody. How these companies get to administer pensions is beyond me.

I received support from Teddy today. He quickly identified my issues and guided me through the solution

After having to retire due to serious ill health, I received my pension offer in December 2025 and returned the paperwork at the start of January 2026. I sit here today (8 April) having made 14 phone calls to the customer service team, receiving only partial payment of the quoted value of my lump sum and a promise that payment would be made no later than 5 working days guaranteed, with surprise surprise no payment and another promise that ‘the admin and payments team are prioritising this and looking into the issue’.

Words aren’t enough to describe how inept and useless this company are in administering something so important or in providing any form of understanding or compassion of people’s situation and their needs.

My next call is to the Pension Ombudsman to complain and I’ll also be writing to the DHL Global Head of HR to advise them what their members are dealing with.

I had a query regarding my pension and my monthly payments. I chatted to Leo remotely who was helpful and answered my questions very efficiently.
Completely happy with my experience.

Spoke to Jak today very helpful and didn’t leave me waiting

Jak did a great job. I requested a document and he immediately understood what it was for, which really impressed me. He explained that they are trained to ask the right questions, which showed in how smoothly everything went. The process was quick and Jak was very helpful throughout. Thank you.

A simple question regarding change of surname, answered quickly and efficiently by Tommy. Thank you!

I used the webchat option to try to find out when I could expect to receive information about the increase to my pension payments so that I can work out my budget etc. After three guesses from the chatbot as to what I wanted I was finally passed through to Tommy who could not help me any more than to say "at some point in April", which I already knew. This is not to malign Tommy, I'm sure that the information he gave me was what is available to him and he was very polite.

Daniel who was my contact was very good and he had a sense of humour.

Used the messenger service and it was excellent.
My query was picked up promptly by Tommy and he was able to get the information I need quickly.
Tommy manner was professional and polite throughout the chat.

I had to contact the online chat as I am new to the system. Leo was very polite and helpful in answering my questions and providing the information I was seeking.

Calum assisted me via the online chat. He was extremely knowledgeable & very helpful. Sorted my query very quickly. Thank you so much.