I spoke to an agent called Teddy this morning, who resolved my query speedily and professionally. I couldn’t fault it. So, my experience on this contact is a 5*. However, trying to get my pension... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Day 11 with both the web portal and app not working, and after several weeks blackout between the original DHL pension platform (which was faultless) to the new administration by WTW. 2 phone calls th... See more
Company replied
DHL pension- When you ring you’re immediately told they are experiencing a high volume of queries. This happens every time you call. The reality is they haven’t adjusted staffing levels to meet demand... See more
Company replied
Part 2: I have sent an email as advised from my first review and received no response again. They obviously just put the same response to everyone and still.do not respond. We have been put in a v... See more
2.6
Poor
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 55% of negative reviews
Typically replies within 24 hours
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The answers were clear and to the point…
The answers were clear and to the point . I spoke with gentleman named Lucas , who was first rate ,
March 25, 2026
Unprompted review
Reply from WTW
Hello Michael
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Lucas and will ensure they receive your feedback.
Calum and Louis were extremely helpful…
Calum and Louis were extremely helpful and answered all my queries.
March 24, 2026
Unprompted review
Reply from WTW
Hello Julie
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Calum and Louis and will ensure they receive your feedback.
Confused for my pension
Called today as I am trying to transfer my pension. Got through to some foreign speaking person with an Indian accent. She would not let me finish speaking and would speak over me. I was trying to get clarity on how to transfer my pension from Barclays who now use this company. Mid speaking to the lady/call handler she put me on Hold. YES SHE PUT ME ON HOLD. So so rude. I was FUMINg have lodged a complaint and will be leaving a google review too.
March 24, 2026
Unprompted review
Reply from WTW
Hello Wahida
We are sorry to hear about the level of service you have experienced from our contact centre agent.
Please email outsourcing.customer.services@wtwco.com and provide some further details, and we will make sure the agent receives appropriate feedback and your matter receives urgent attention.
Appalling!
Third or fourth review! Lost for words. I have asked numerous times for the option pack to be sent to me in hard copy by post. Nothing. I think I've asked five or six times now. I will be seeking legal advice now as I feel this company are just using delay tactics so their customers cannot access their own money!
March 24, 2026
Unprompted review
Reply from WTW
Hello Sandra
We are sorry to hear of the ongoing issues you are experiencing in receiving a retirement quotation from us.
We can confirm that we have received your email, and the relevant team have confirmed your retirement quotation is in the post to you and should arrive within the next few days.
Jules was a Very helpful and…
Jules was a Very helpful and knowledgeable colleague
March 23, 2026
Unprompted review
Reply from WTW
Hello Kristina
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Jules and will ensure they receive your feedback.
Agent (Jak) quickly responded to my…
Agent (Jak) quickly responded to my question and gave exactly the answer I was looking for
March 23, 2026
Unprompted review
Reply from WTW
Hello Robert
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Jak and will ensure he receives your feedback.
Don't listen, Don't care
I have emailed over 8 times to find out what my benerficeries could expect to receive in the event of my death should I die prior to retiring. I wanted a specific answer that is applicable to me.
The avoidance to answer is unbelievable. I am now 2 months down the track without answer and this mornings response is an illustration on taking my pension early.
On my previous call I started with 'I wish to make a complaint' and that was ignored!!
So Mondays task is to complain that they didn't log a complaint and sent me info on something I did not request despite nearly busting a blood vessel expressing how annoyed I haven't been given the information I wanted!!
I feel like a hamster on a wheel!!
March 16, 2026
Unprompted review
Reply from WTW
We are sorry to hear of the level of service you have experienced to date.
We understand how frustrating this situation must be for you but can assure you that your request is being reviewed as a priority by the appropriate team and someone will be in touch shortly with an update for you.
However, please do reach out to us by emailing outsourcing.customer.services@wtwco.com and we’ll be happy to follow this up.
Great Service
Spoke to Lucas on webchat. Answered my question speedily and offered to send a follow up email with further information. Great service
March 20, 2026
Unprompted review
Reply from WTW
Hello Anthony
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Lucas and will ensure he receives your feedback.
Calum helped me today on Webchat
Calum helped me today on Webchat and quickly answered my questions that were worrying me. He was efficient and pleasant and explained all the steps that were going to happen over the next month. Normally I hate using webchat - but the direction option to "talk to a human" instead of a bot was great.
March 20, 2026
Unprompted review
Reply from WTW
Hello
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Calum through the chat function, we will ensure he receives your feedback.
Great service.
I had a query today about transferring my pension from them to another provider.
I spoke to Jules who responded really quickly, gave me all the information I wanted and offered further support, if needed.
Really happy with the customer service I was given.
March 19, 2026
Unprompted review
Reply from WTW
Hello David
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Jules and will ensure she receives your feedback.
Brilliant experience with Leo today
Brilliant experience with Leo today. I was looking for details to make a voluntary contribution and he gave them to me in less than 2 minutes!
March 19, 2026
Unprompted review
Reply from WTW
Hello
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Leo and will ensure he receives your feedback.
Blake listened to my problem and took…
Blake listened to my problem and took appropriate action
March 19, 2026
Unprompted review
Reply from WTW
Hello Steve
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Blake and will ensure they receive your feedback.
Woeful administration and burdensome processes
I rarely leave negative reviews, but my experience with Willis Towers Watson’s pension administration has been poor. Basic processes were harder than they needed to be, communication was frustrating, and transferring money out felt far more difficult than seemed reasonable. When a firm is dealing with people’s retirement savings, administration should be simple and efficient. My experience fell short of that standard. The company does little to help people access the relevant forms, there are delays in responses and unnecessary hurdles like demanding wet signatures rather than digital. I believe the relevant regulatory and ombudsman bodies should examine whether these processes are appropriate.
March 17, 2026
Unprompted review
Reply from WTW
Hello Sam
We are sorry to hear about the level of service you have experienced to date.
Your comments regarding our processes are noted and will be passed to our process improvement team accordingly.
Should you need assistance with a particular issue, kindly email outsourcing.customer.services@wtwco.com with the details, and we will make sure the matter receives prompt attention.
Very quick and helpful response from Jak
March 17, 2026
Unprompted review
Reply from WTW
Hello David
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Jak and will ensure he receives your feedback.
Review of Service - Excellent
Spoke to Jak who was professional and efficient and answered all my queries which was very reassuring. Very impressive service.
March 17, 2026
Unprompted review
Reply from WTW
Hello Karen
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Jak and will ensure he receives your feedback.
Value Flex benefits - to contribute more in the pension
I called from UBS to understand how the value flex benefits work, how do I put more money into my pension and how the other benefits work etc.
Vineetha from Willis Towers Watson has been very helpful in helping on this, I appreciate her help.
She has good knowledge on this good in explaining.
March 16, 2026
Unprompted review
Reply from WTW
Hello Samuel
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Vineetha, and will ensure she receives your feedback.
Vinita from the ValueFlex UBS team is…
Vinita from the ValueFlex UBS team is very knowledgeable and helpful about the value flex benefit process. She helped me with my pension and understanding the anytime benefit changes I can make. Thank you.
March 13, 2026
Unprompted review
Reply from WTW
Hello Narinder
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Vinita and will ensure she receives your feedback.
Leo was very helpful
Leo was very helpful, used the messaging service and got a very quick reply, he was very understanding and quickly and efficiently solved my query
March 12, 2026
Unprompted review
Reply from WTW
Hello
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Leo and will ensure he receives your feedback.
I spoke to Vinita who was really…
I spoke to Vinita who was really helpful explaining step-by-step how to navigate the portal. Then very clearly articulated the different types of investment strategies.
March 11, 2026
Unprompted review
Reply from WTW
Hello Thomas
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Vinita and will ensure she receives your feedback.
perfect customer service experience
the customer service rep Mason was ever so helpful, quickly responded to my query and offered me solutions. perfect customer service experience, thanks a lot
March 11, 2026
Unprompted review
Reply from WTW
Hello Sebnem
Thank you for taking the time to post your review on Trustpilot.
We’re pleased to hear about the level of service you received from Mason and will ensure he receives your feedback.
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