Scottish Friendly Reviews 

Clear and concise app, great information and support and a clear choice of funds, well explained.

Love being able to keep track of my sons nest egg

Lovely service from mhairi she was so knowledgeable and dealt with my query swiftly thank you ☺️

Pension has just been moved here from Fidelity- who are excellent. Cannot find pension forecast on app, so spoke to someone by phone who said he’d ask relevant dept to email me. Several days on, still no email, so called again and was told that email would take 5-10 days! I find that quite absurd in this digital age and very unhelpful. What a ridiculous wait for an email and if the info is available on the app- I should have been advised at the time. I said I needed to send the info on to a financial advisor who is waiting for it. Unimpressed and regrettably, not off to a good start with this business.
It is now 5th November and have resonded wirh details to ypur reply below. Very fed up - still no response to request for pension forecast. Wish I had remained with Fidelity.

Horrendous customer service

I’ve repeatedly reported that I cannot access my account. The team reset my password and within days I’ve lost access again. It’s been months since I’ve been able to gain access to my account. I have absolutely no idea of my balance and have spend the past week emailing the complaints team with the only resolution was them sending me a link to reactivate my account. Poor communication. I intend to leave as soon as I can gain access and withdraw my money

Getting easier as get more familiar.

Text size good!
Menu top and swiping straightforward
Each time I have to re remember how to see contributions !!

Easy to track and monitor investment

Charlie was quick,efficient, knowledgeable and very helpful.

App very easy to use but sometimes doesn’t provide you with enough information regarding transactions. Thinking specific you try to withdraw and it’s during a restricted period there’s no info to say that it’s restricted for any reason.

Very easy to do what I wanted to do.

I am a 55-year-old customer with a statutory legal right under UK regulations to access my pension savings. Scottish Friendly has explicitly confirmed that over 97% of my pot is completely unlocked, liquid, and available. Yet, they are actively refusing to pay this money into my UK bank account.
Their excuse? A tiny fraction of my pot (£267) is held in a suspended property fund. Because their rigid, outdated internal IT system cannot process a partial cash withdrawal while a fund is frozen, they are trying to force me to transfer out to another provider.
As a UK expat living in Spain, post-Brexit compliance rules lock me out of mainstream UK digital platforms, and specialized international SIPP providers refuse to open accounts for small pots under £10,000.
Scottish Friendly is using their own software limitations as a shield to deny a consumer their statutory retirement rights. They are effectively holding over £8,000 of my money hostage because their platform isn't sophisticated enough to handle a standard manual override.
A formal complaint has been logged, and I will be escalating this directly to the Financial Ombudsman Service (FOS) and the Financial Conduct Authority (FCA) for unfair restriction of pension access. If you are an expat or value having access to your own money, stay far away from this company. They will make their internal IT failures your financial nightmare!

Very complicated process to pay into my grandchildren's junior ISAs. The website is confusing as are all the different numbers for the child and yourself to get it working. Several phone calls, a couple of which led to the member of staff simply not knowing why I wasn't able to get through the registration process. On the other hand, it was quick each time to get through on the phone to the relevant person each of whom were helpful if a little uncertain themselves. All in all probably took 2-3 hours to complete a payment into an additional child's account.

Not safe to run a petty cash tin.

I’ve had a Money Builder account with Scottish Friendly for many years. It seemed so easy to do at first. Then Scottish Friendly stopped communicating by letter, and trying to view my account online was a nightmare every time. I lost track of how many times I was kicked out because my password and/or username were classed as ‘wrong’.

The helpline to reset access was utterly hopeless. Just repeated everything I’d already tried and refused to respond if I asked for further help. Even when I contacted Complaints. No response.

In 2016 we moved house and I had to inform Scottish Friendly at least twice of our change of address before the penny dropped. Recently I contacted Customer Services and they still had my phone number from our previous address despite being advised more than once in 2016.

In April 2025, Scottish Friendly allegedly sent me a letter to say my policy was about to mature. That letter never arrived. In July 2026 I received a letter stating they had ‘lost touch’ with me and had used a tracing company to find me. At the very same address I informed them of twice in 2016!

I questioned why they had not sent a back up letter or an email, and why it has taken a year for a tracing company to track me down. Blather in reply. No apology.

I also asked them to release the interest they have earned on my account for that year. It’s morally mine. Scottish Friendly have profited unfairly. Again, no deal.

To add insult to injury, Scottish Friendly then advised me that my final amount was £7,7xx but sent me a cheque for £7,5xx with no apology or explanation. When I queried it they admitted that they had made a mistake on the first amount. But they refuse to honour it, although they have offered me a risible £75 compensation for all their incompetence.

I could appeal to the Financial Services Ombudsman but since I’ve had cancer for two years and am still ill from treatment, I’m reluctantly cutting my losses.

Disgusting company who are clearly aware of the myriad of terrible reviews but appear too complacent to improve. Do not trust them with your money!

Very difficult to set up the app after application made , don’t want to spend the time on the phone

Given the circumstances I’m having to call a number of companies at the moment, which is far from ideal. When I telephoned Scottish Friendly and spoke to a young man named Jamie, the service was quite a cut above anything else I’d received.

He remained calm, patient and most charming throughout, even when I became rather emotional on the call (for which I apologise). He talked me through everything carefully, without any rush or judgement, and truly took a great weight off my shoulders. I put the phone down feeling properly relieved and more confident than I had been all day.

I would gladly give more than five stars if it were possible. My sincere thanks.

Really simple investing with a easy to use app

Brilliant customer service -Charlie was so helpful ,explained everything.Highly recommended Scottish friendly

I would like to say the customer from Corrie and the other team members has been outstanding keep up the good work

Robbed my son of over £2000 pounds and are planing to do the same for my youngest son. We have being paying into a Child Bond for twenty one years and it is going to return less than we have paid in due them fiddling the final bonus figure . This disgusting company hasn’t sent us a statement for four years and my middle son didn’t even receive a final statement when his bond matured. We had to fight to get any money from them at all as they have dropped the Child Bond and consequently ignore any existing customer. All happened when they made changes including a new CEO who decided not to pay what was agreed when the bond was taken out. The customer service is atrocious and they have made it impossible for you to talk them. When they rob my next son of £200O plus, that will be £4000 or more they have stolen from us. Crooked, horrible company with falsified reviews here and fake patronising replies.