Standard Life UK Reviews 

Never had any problems using standard Life pension.
The app is easy too navigate and use.

The worst company I have ever come across. I have had nothing but trouble since the day I started to draw my pension twelve months ago. I quickly had an issue which took so long to sort out I ended up having to complain. The issue was so bad I was granted £200 compensation. I had two pots. One very small so was soon needing to take funds from my second pot. A quick phone call I got to a call handler that was very helpful and efficient who started asking me lots of questions. I said I’d never been asked before and turns out the operator I spoke to when drawing my first pot did not take all of the information needed to correctly work out my tax free lump sum. That was in January and now finally in April I am told that Standard Life have paid me too much tax free cash which I must pay back and is still not resolved. This is despite being told twice I have £400 tax free lump sum still to take. Roll on setting up my regular payment on the 1st March. 4th March I still had no money. I made a call and they said the regular payment set up had failed and someone would investigate and call me back that afternoon or the next day. No call. I called again and explained how urgent it was because it was my only income which fell on deaf ears. I called several times and sent several messages saying I was now desperate and was having to borrow money from family to stop me going in to debt and still nothing was done. I raised my third complaint since drawing my pension before anything was sorted. I was told in the 13th March that the payment had been sent, but it failed again. I only found out when I called again when it wasn’t received. One operator told me I needed to be patient and the next one told me the payment had failed again and would need investigating. I had to contact them almost daily. Not once did anyone make contact with me. Not even the complaints team. I finally got an email on the 19th March from the complaints team who said payment was on its way. I finally got my money on the 19th March TWICE!! I called again and agreed I would send the second incorrect payment back. I did this ten days ago and it has still not been allocated back to my pension pot. I am now at my whits end and left with no option but to transfer my pension to another provider. If you have a choice do not choose Standard Life. They have a 5-10 working days for everything and you’re lucky if it happens at all. It is the most shocking service I have ever had.
UPDATE: I rest my case that everything takes 5-10 days. Below it took 6 days to even respond to feedback. I have had contact from the complaints team today and guess what apparently there is another technical issue. Everything gets blamed on a technical issue. The call is just too late. I have now made contact with the ombudsman who have agreed if I get the documentation over they will look at my complaint. I have foolishly given Standard life 7 days to fix it then I will follow through with the ombudsman. I cannot wait to get my pension transferred to my husbands pension company who receives a request and within three days money is in his account. He’s never had one single problem. I know I’m foolish giving them one more chance and the only reason I have is because I know it will take the ombudsman longer to get it resolved. I live in hope.

I attempted to change my name and the process has been abysmal. I submitted my request in June 2025 and have only just had it actioned when i put a complaint in.

My complaint was closed stating they requested additional ID at the time i sent in my documents. This isn’t made clear when requesting to update your name on the app, essentially setting customers up to fail when they aren’t able to provide requirements. Common sense would suggest after the second time i submitted my request; a call should be made confirming what we need?

The handler only attempted to call me once before issuing a letter that my complaint was closed.

I would like to mention Reece Aitken and his colleague Mike (apologies I didn’t catch your last name). Both amazing on the phone and when i experienced technical issues during my call with mike, he attempted to call me back. This is not something that has happened during my other calls with standard. Thank you so much Reece and Mike for your help.

Part of the phoenix life group. Lost thousands of pounds, due to their delays and incompetence.

Been waiting 4 weeks now for my money..every time I ring fobbed off..joke

The worst customer service. Staff don't have the knowledge required, they never call back when then promise too, and so far I am 4 months in with no resolution to a bereavement issue, made worse by the poor service. Avoid them at all costs.

Easy to deal with, all the correct information available in one place. Handled my transfer with minimal fuss, quick to update portfolio. Pleasant experience

Easy to deal with, very good assistance from the agent

Abysmal. Left work to start up my own business with my partner and decided to cash in my pension to give our business a boost for stock etc. They paid the tax free amount into the correct bank account on 3rd March 2026 and the taxable amount into an incorrect account. I am still waiting for them to pay me my money on 30th March. They say they are waiting for the money to be returned. Why must I be penalised for their error. Never call me back when promised. Even my financial advisor is on the case for them to send me MY money and for them to track down the money they sent in error. This has seriously affected my mental health. I don't know when I'll receive my hard earned money as no one seems to know what's happening. Truly atrocious way to treat someone. A multi million pound company can't even send me my small amount to help our new business.

No problem transferring my pension from ReAssure to Standard Life, really helpful in call centre and would definitely recommend.

If I could give a minus score I would extremely poor service when you phone them seems like you're on for ages only the be cut off by the automated line hardly answer emails . Never use these again

Great customer service really helpful explaining everything step by step I now understand the process they did everything they told me they would

Reliable service hastle free responsive

My pension was incorrectly transferred and not transferred back quickly even though it was high priority!!

Only been part of one of their plans for less than a month, and according to their web page, I am already losing money...! I am soooo excited to be part of Standard Life's journey???

On top of that, the laborious sign up and sign in process makes users jump through hoops again and again and again...it's not user friendly at all. Given that users lose money before they've even started, why would anyone want to pretend to be a customer??

And then, as if that wasn't enough, they suggest users download an app...so I did. When users log in to the iOS app, they are presented a screen about cookies, which I NEVER accept. So I click Disagree, and the useless unfriendly app chucks me straight back to the login screen! In other words, they bully users into accepting cookies if they want to use this appalling app, which is horrendous behaviour.

Sipp bereavements, what a nightmare. After 3 death certificates and requested paperwork. Received 1 set of post back with a tea stained letter . Im still waiting for the other 2 death certificates which I had to buy. I cannot believe it will take up to 2 year's. I hope no one has to wait as long. I wouldn't recommend this company to anyone. My next step is now going to financial Ombudsman. No one should have to wait 2 years after the death of a loved one.

Shocking customer service - I have an old pension from a previous employer who clearly entered my date of birth incorrectly I have tried to resolve this several times with no luck - I cannot register for the online account as it says my details dont match when I email they say cannot accept emails and when I ring they say my details dont match so I have a pension pot that I cannot access and is set up with the wrong details but no one seems to be able to help me resolve this - very rude customer service advisor on the phone

Very good
No fuss
Kept well informed
Plenty info sent
Very satisfied

Yes Shane, you're correct...Almost! It's funny how your final response gives the punter zero time to reply and argue the point.

Not to worry, not long now until my transfer happens and you can treat your 3 remaining customers to the high quality, top notch, expert service you provide...NOT!

DO NOT USE STANDARD LIFE - THEY ARE USELESS

Had a problem logging in to my new account.
But a quickly answered phone call sorted it.