Awful company there is nothing good to say about my experience with evolve. To transfer money out was a long drawn out horrendous experience which ended in them having a problem and couldn’t pay out o... See more
Company replied
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Main issue is customer services, who respond in 10 days to requests. Yes, 10 days. They do state that is their response time but seems an extremely long time to get a simple answer. They don’t seem to... See more
Company replied
It took me months or chasing to get my pension transferred. There is no customer support number and everything done through emails which take weeks to respond. I had to resort to sending almost da... See more
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Utterly terrible. First of all, they don't have real time investment performance reporting so you've no idea if your pension pot is growing or not. Then, contacting support is a total nightmare: it ta... See more
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Company details
- Pension fund
- Business-to-Business service
- Financial Institution
- Investment service
- Pension office
- Retirement Scheme
About Evolve Pensions
Written by the company
Evolve is a leading provider in workplace pensions services putting people at the centre of everything it does. We specialise in providing the core services essential to the successful running of a pension scheme including administration, consultancy, and secretariat services.
Operating since 1988, Evolve’s offering to the workplace pensions market, Crystal, has been authorised by The Pensions Regulator as a Master Trust since 2019.
Contact info
Unit 2, White Oak Square, BR8 7AG, Swanley, Kent, United Kingdom
- 01322 661679
- info@evolvepensions.co.uk
- evolvepensions.co.uk
2.4
Poor
395 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Evolve Pensions
Hello Louise,
We're sorry to hear you're having difficulties logging in. If this is still an ongoing issue please contact our Administration Team info@evolvepensions.co.uk.
Thank you for our review.
I had to get a finance advisor
I had to get a finance advisor, to fill in the forms Evolve sent me. Difficult to understand. I've sent email no confirmation you received it.
23 September 2022
Reply from Evolve Pensions
Hello John,
We're sorry to hear you've found the forms difficult to understand. We take all feedback onboard and are always looking at ways we can make our services more member friendly. We're processing your request.
Thank you for your review.
Ongoing They don’t answer phone and…
Ongoing They don’t answer phone and don’t answer emails
4 August 2022
Reply from Evolve Pensions
Hello Pat,
We're sorry to hear you've had difficulty contacting our Administration Team. Our phonelines are open Monday-Friday 9am-5pm. You can email our Administration Team at info@evolvepensions.co.uk. Our emails currently have a 10-working-day response time. Thank you
Online portal not working so had to…
Online portal not working so had to ring, even then I cant give my investment choices on the phone. I need to fill a form in online, but this cant be submitted online, it needs to be separately e-mailed so my personal details need to be sent in an unsecured manner. Investment choices are limited. And I shouldn't need to have to make 'no change' notifications just because the trustee decides to change the default and gives members just one week to respond. No idea if my form has been actioned as there has been no acknowledgement. Overall a pretty poor service
22 September 2022
Reply from Evolve Pensions
Hello Tim,
We're sorry to hear that you have not been able to access evoLink.
We've looked into this and there was no requirement to let us know if you were happy with the change being made, only if you wanted to select an alternative investment. Changes of this nature are not made lightly and consider the needs of our Membership to protect their Retirement Savings.
If you have any further questions about the Trustee decision please email info@evolvepensions.co.uk and we will happily look into this further for you.
Thank you
I’m not with evolve pensions.you took…
I’m not with evolve pensions.you took money from my wages for a few months even after I contacted you to state I had opted out the first month you started taking it.I have since contacted you several times and you refused to pay it all back and now it’s gone past the time limit allowed so you purposely ignored me emails and calls so you wouldn’t have to pay it back.I have asked for it to be transferred to a different company and you wouldn’t allow this either.so now you have over £500 of my money and won’t give it back
21 September 2022
Reply from Evolve Pensions
Hello Laura,
By law all employers in the UK must enrol qualifying employees into a pension scheme. They then collect contributions and pay them to us as their chosen provider. We've checked our records, and we didn't receive a request for you to opt out until 5 months after you had been enrolled into the scheme meaning unfortunately that was outside the 30 day window for opting out.
Under scheme rules Members are not permitted a refund unless it is in that first 30 days. However we would be happy to assist you in transferring your contributions to your current provider although we can't find any record of you requesting this either.
Should you wish to proceed with a Transfer please send an email to our Administration Team : info@evolvepensions.co.uk and one of the Team will be in touch.
Thank you
I have given a low score because i…
I have given a low score because i asked a question almost 2 weeks ago but still haven't re ieved an answer
8 September 2022
Reply from Evolve Pensions
Hello Matthew,
We're sorry to hear you're not satisfied with our service. Unfortunately our records only show an enquiry received on 09/09. Based on our 10 working-day SLA you can expect to receive a response on 26/09.
If you believe this to be incorrect please email info@evolvepensions.co.uk and we can look into why we have not received anything else from yourself.
Thank you
Gave up trying to transfer this pension…
Gave up trying to transfer this pension to another
21 September 2022
Reply from Evolve Pensions
Hello Tim,
We're sorry to hear you've had difficulties transferring your pensions. Please contact our Administration Team info@evolvepensions.co.uk and they will be able to assist you further.
Thank you for our review.
evolve pensions never reply to queries…
evolve pensions never reply to queries relating to pensions
21 September 2022
Reply from Evolve Pensions
Hello David,
We're sorry to hear you have had difficulty contacting us. Our phonelines are open Monday-Friday 9am-5pm. You can email our Administration Team at info@evolvepensions.co.uk. Our emails currently have a 10-working-day response time.
Thank you
Experience with phone operatives
Had a good experience on the phone, friendly polite and helpful,
21 September 2022
Reply from Evolve Pensions
Hello David,
We're pleased to hear you've had a good experience with our services.
Thank you for our 5 star review.
Very frustrating trying to contact.
Tried daily calling the number supplied. Automated reply,voice mail inbox full, e-mail sent ,no reply.Finally spoke to a person,from then on ,very informative and helpful,just the initial attempt trying to contact Evolve was very disappointing,as were the posted reviews of other people's experiences.
4 July 2022
Reply from Evolve Pensions
Hello Paul,
We're sorry to hear you had trouble contacting us. We take all feedback onboard and are always looking into ways we can improve our members experience. We're pleased to hear you found our team informative.
Thank you for our review.
They talking my money off without my…
They talking my money off without my permission.
21 September 2022
Reply from Evolve Pensions
Hello Alex,
We hold your details as an Employer of yours enrolled you into a workplace pension scheme. If you would like further information about this, please email our Administration Team at info@evolvepensions.co.uk. We apologise for any inconvenience caused. Thank you
Do not use this company.
Asked for a paper statement of my pension as per my rights.
This firm is extremely unhelpful, bordering on rude. They ignore you when they cannot back up they're claims. Inexperienced staff say different things when you eventually manage to get through to them.
21 September 2022
Reply from Evolve Pensions
Hello Andrew,
We're sorry to see we have not met your expectations for customer service and are disappointed to see you found our staff member rude. We will look into this to ensure it does not happen in the future.
Thank you
I have been extremely satisfied with the overall experience of working with Evolve.…
I have been extremely satisfied with the service, as well as support I received.
12 September 2022
Reply from Evolve Pensions
Hello Malcolm,
We're pleased to hear you're happy with our service and are satisfied.
Thank you for our 5 star review.
Excellent Service
It's a bit annoying getting the automated response each time, but once you are passed this and get to a real person, the service is excellent.
1 September 2022
Reply from Evolve Pensions
Hello Ian,
Thank you for our review. We take all feedback onboard and are always looking at ways we can improve our members experience. We're pleased to hear you're happy with our service.
Thank you for the 5 stars.
All ok was able to see my pension as…
All ok was able to see my pension as planned. What to do next I don’t know!
16 September 2022
Reply from Evolve Pensions
Hello Michael,
Thank you for our review. We're pleased you was able to see your pension. As we are not FCA regulated, we do not provide advice to our Members, you can contact Pensions Wise who are able to give you advice on what you can do next.
Won't let me transfer my pension.
8 September 2022
Reply from Evolve Pensions
Hello Bradley,
We're sorry to see you have not been satisfied with the Transfer process. However we note that we never received forms from yourself or the receiving scheme allowing us to complete the transfer.
This process including forms, helps us to protect our Members from losing their Retirment Savings to potential scams and is set out largely by The Pensions Regulator.
Should you wish to continue with your Transfer, please contact our Administration team at info@evolvepensions.co.uk, and they will be happy to assist you.
Thanks
Difficult to talk to someone
15 September 2022
Reply from Evolve Pensions
Hello Craig
We're sorry to hear you have had difficulties contacting us. You can email our Administration Team at info@evolvepensions.co.uk. Our emails currently have a 10-working-day response time. Our phonelines are also open Monday-Friday 9am-5pm
Thank you
Sent an email a while ago and no…
Sent an email a while ago and no response. Dashboard on website doesn’t give the option I want.
20 September 2022
Reply from Evolve Pensions
Hello Sian,
We're sorry to hear the dashboard doesn't have the option you needed. We take all feedback onboard and are always looking at ways we can improve our members experience. We currently have a 10 working day SLA.
Thank you for our review.
Simple statement
16 September 2022
Reply from Evolve Pensions
Hello,
We're pleased to hear you have found the statement easy to understand.
Thank you for our review
Awful customer service
16 April 2022
Reply from Evolve Pensions
Hello Paul,
We're sorry to hear you're not satisfied with our services. I can see on our database that we responded to your enquiry within our 10 working day SLA. We take all feedback onboard and are always reviewing ways we can improve.
Thank you for your review.
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