Standard Life UK Reviews 

Fantastic customer service and help/support team. Good pension and retirement savings platform.

I have an ongoing complaint with Standard life, a fault on their system has caused me significant financial worries. They seem unable to resolve the situation even though I have offered a very reasonable compromise. Many phone calls and emails,with a complaint handler who is unable to take the complaint any further, and is unable to let me deal with someone who can. Historic transaction no longer showing on my account (removed).
complaint has been taken to the financial Ombudsman.
lets see if anyone is monitoring this?

Everything explained in simple and easy to understand terms

Very easily and user friendly system

Unfortunately my experience was not the best I first applied for the pension transfer from Legal and General to my Standard life pension in Oct / Sept 2025 and my transfer only completed on 26/05/26 which is not acceptable, granted at a couple of points Legal and General did not help maters but the overall service and help from Standard life was very poor to say the least, The only time it seemed like things moved was when I filed a complaint and when the complaints department got involved things started to move and the communications were allot better thank yo to this department.

Standard Life & the app makes everything really easy. Just transferred a pension and with a few clicks it was done...no hassle

I have had on going issues with Standard Life now since 02/04. My initial complaint which is written here in April was upheld and I received a £100.00 compensation. Case closed ? no reopened about a week or so later as multiple payments (my regular monthly pension payment) were made to me over April and May .The problem is I did not receive all of them. My Inland Revenue account shows I received 4 payments this tax year . My SL app shows I have received 4 payments. I have received 3. My instructions to SL is one payment per month on a specific date. I have now cancelled any further regular monthly payment until this is resolved. To my counting and what I saw I believe a fifth payment was made but not received by me. All I am told time and time again is my case is urgent , has been escalated. I was asked on 14/05 if one payment that was made which was in a suspense account could be refunded to me. I confirmed same day , yes refund this to my account. I have had no notification at all if this had been done 12 days later..As far as I am concerned it has not.
Why ?.
My opinion of SL while things are going well is great. However, encounter an issue (my money missing) there is no communication of any worth. No manager from the payment team will speak with you. All you get is placated. I have today sent yet another e mail to customer service with no great expectation. I have now set up another pension account with another provider. I am very very close after 14 years as an SL customer to pulling the plug. Whatever I do I will not let this go and have every piece of communication ready to send to the financial ombudsman which I believe can get involved after 8 weeks if no conclusion reached.
Extremely poor communication , like 0 and customer service when things go wrong. Remember it’s my pension fund money missing and I feel I am a nuisance by pursuing it. My patience has now run out:

If you have a problem I wish you luck. Trust Pilot rating 3.1 says it all.
Ian

My mother has been awaiting her pension since January, every time I call to check for an update, I keep getting the same reply ‘internal system error’. This is totally unacceptable, really uncalled for. I shudder to think for the elderly who have to deal with this on their own.

The only reason I am giving any stars at all is because of two SL employees Erin and Rebecca who showed total empathy and have tried their best to raise my ticket. I put in an official complaint on the 18th of May and still nothing, no update. Not even acknowledgment that my complaint has been received by the relevant department. The systems team really need to get their act together and sort this out. How many others are potentially in this situation? I shudder to think.

My mother has had to put her plans on hold since January because of this ridiculous ‘system error’. Almost approaching six months now. If this is not resolved, I will be contacting the financial ombudsman service and potentially seeking legal advice because this is just dragging on. Not happy at all. I hope no one else goes through this because it is such a stressful experience especially for my mother who is now doubting if she will ever receive her pension? I try to reassure her many times, many times but truthfully speaking, this has been a stressful, traumatic experience.

I made an online withdrawal from my pension and they sent me an email confirming the transaction and a new illustration which showed the position after the withdrawal. I emailed to see how long it would take and they replied up to 20 working days. The next day they replied again, this time to say they had not received my request (despite having issued the documents). I have spoken to 2 customer representatives and both promised to look into it and call me back. But neither of them has.

Updated 28/05.
They have provided an explanation and the apparently the payment is now underway.

Very thorough helpful and easy to understand

Absolute bullshit. I’ve the tiniest amount I would like to withdraw but of course. Hurdle upon hurdle.. nest on the other hand amazing. Do your self a favour and swerve this lot or switch straight away..

The majority of my query was rectified online but on the occasion that I hadcto phone to speak to an advisor, the wait to be connected was relatively quick. Any advisors were friendly, knowledgeable and very helpful. I was trying to combine my pensions into 1 policy, and this has now been done to my complete satisfaction.

We have recently moved from A N Other to Standard Life, my previous experiences of pension management has been nothing short of awful! The Standard Life experience is absolutely outstanding! Amazing, easy to use App, fast, comprehensive answers to all my queries and a transfer IN I’ve been trying to fulfil for years, done successfully in days! Superb!

It’s lie after lie with this company. They obviously are corrupt to the core with staff lying all the time. They told me my money was paid on three occasions, which it wasn’t. I’ve been chasing a withdrawal for four weeks and still don’t have my money. FCA is the next step. Stay clear of Phoenix. I can’t begin to tell you how bad this lot are. They lie you all the time. Andy Briggs is the CEO who obviously hasn’t clue about what’s going on. I’ve written to him but don’t expect a reply. The attitude and culture comes from the top.

Very easy to navigate, staff are really helpful

I was told on 15th April that the requested lump sum would be with me in "about a fortnight". Nearly 5 weeks later, I'm still waiting. Told they will respond to my complaint "in due course". Also waiting for the £150 compensation they said they'd sent me for refusing to log my complaint about being held in a queue on the phone. The financial ombudsman gives companies 15 days to consider complaints referring to bank transfers so, with no response from SL, I'll be off to them in the next few days.

Lack of knowledge about their own pension products, failed to call back for prearranged call....... causing undue delays to take MY pension funds.
Currently reviewing for better providers.

This was a quick and efficient service and completed well within the timeframe

Needed to consolidate two pensions and take a lump sum to pay builders, was told it would take 10 days. That was a month ago. Two weeks ago I called and SL admitted to handling the transfer incorrectly and will resubmit it, it will take another 10 days but would be "prioritised."
It still hasn't been done and as far as I can tell only one pension has been transferred and the other is still residing with my old supplier. My credit cards are maxed out and the builder is threatening to down tools.
The only communication I've had since chasing SL a fortnight ago is this link for a review so here it is: I hope you enjoy your single star and its warm glow as it clearly matters more to you than your actual customers.

Super efficient pension consolidation. Step by steps comms along the way.