Utterly useless company. I've just spent nearly 2 hours on the phone trying to get answers to what should be everyday questions before I cash... Utterly useless company. I've just spent nearly 2 hours on the phone trying to get answers to what should be everyday questions before I cash in part of my pension pot. I've spoken to 4 different departments so far (each one taking about half an hour to answer the call) and they're all equally clueless. Appalling service, avoid. Read more Read less

They have been easy to deal with, no nonsense paperwork and a good app

Been fantastic in managing my pension, super returns over the years.

Royal London has forgotten customer experience - trying calling their customer services on the phone, it speaks for itself.

My experience with Royal London has been utterly shocking. For months, I was unable to access my pension portfolio due to an unresolved IT issue... My experience with Royal London has been utterly shocking. For months, I was unable to access my pension portfolio due to an unresolved IT issue that they seemed completely incapable of fixing. This wasn’t a minor inconvenience — it prevented me from making essential changes to my pension, and the lack of urgency or competence in addressing it was astonishing. Communication was equally painful. Every time I called, I had to start from scratch, re‑explaining the same issue to yet another person who had no awareness of the previous conversations. There was no continuity, no ownership, and certainly no sign of an efficient internal process. Their complaints process was even worse. Instead of taking responsibility or offering meaningful solutions, they dragged things out to the point where I had no choice but to escalate the matter to the ombudsman. That alone says everything about how poorly they handle customer concerns. Now i finally have access online, the portal feels extremely outdated and slow. Fund options are narrow, performance tracking is practically nonexistent, and the overall user experience feels decades behind other providers. As a result, I transfer the funds out of my company pension at regular intervals just to manage it properly on other pension platforms. Overall, Royal London has demonstrated a lack of technical capability, poor communication, ineffective complaint handling, and an online system that simply isn’t fit for purpose. I would strongly advise anyone considering them to look elsewhere. Read more Read less

Positive very helpful. Easy to talk too

My pension pot is rapidly diminishing. I have been trying now for 10 months to get to my pension pot from Royal London while there... My pension pot is rapidly diminishing. I have been trying now for 10 months to get to my pension pot from Royal London while there is something still left in it. They won't reply to my financial advisor. When he rings they just put him on hold for sometimes over an hour and then promise to ring him back, which they never do. They are using every excuse possible to not let me have access to my pension. I have noticed on this review site and various others that they are treating other people the same way, which I find very worrying. I think it is time that they are investigated by the financial ombudsman because there seems to be something very suspicious about how this company is operating. Read more Read less

Royal London are helpful and provide good value.

Dreadful experience waiting for our money to arrive