WTW Reviews 

DHL have decided to migrate their pensions over to WTW which took months, and now eventually received log in and password but they want you to do digital ID which fails on multiple occasions, helpline don't answer, and no reply to emails.

I currently don't have access or visibility to my pension account which is frustrating especially when this is taking up my valuable time when it worked perfectly before the migration.

Leo was very helpful …quick efficient and answered my question No bother!

Clear concise advise . Delivered with a sense of humour too.
Thank you Mason

I cannot believe MICROSOFT has chosen (WTW) for its Pension Arrangements. This is the most appalling service (or lack of service) I have even experienced. I have written a full complaint to their CEO Carl Hess and taken up Legal Services to engage WTW on my behalf. I have paid in pension monies to be invested in my Pension and it just sits there in ESCROW. The telephone staff are defensive and give differing accounts of what will happen to my money. The say their "investment managers" are "too busy". Poor them!!! Meantime I am being charged fees, being told I will get calls from higher supervisors and then no call back. I received a "note" - written on blank paper (all companies MUST use Letterhead paper for legal communications). My money has been sitting "somewhere" but not my pension for 7 DAYS! No other pension company works like this - you pay in the money and the next day it is invested. There is no one you can speak to..you are fobbed off with "all managers are busy in meetings". If there are no managers and no supervisory staff how can you trust anything you are being told. I have already been given different SLA by different staff and requested the phone call recordings to prove it. I have written to Which Legal and next is The Pensions Ombudsman. Please don't ever deal with this company or get your company to invest their pension with them!

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 sorted and activated is a painful process. You have to wait a week for a quote then 2 weeks for a pack and another number of weeks to get it activated (🤞). That is assuming that all of the paperwork is correct of course.
My IFA has had difficulty getting responses from them in the past, which has meant me having to deal with this direct in order to try to get the pension activated.
My contacts with the agents have always been 5*. I cannot fault them. But the administration (the REALLY important bit) is lamentable.

A perfect service today by Mason. All my questions were answered in a quick and efficient manner.

Not a fan at all of WTW and how slow/clunky they are. The more people moving pensions away from them the better.

Update - it amazes me that you take over a week to reply to every email but you reply here same day. Says a lot!!

Always very helpful and courteous. You can easily get through to a human and Mason was very professional today.

I spoke to Teddy via the online chat and he was very helpful.
My only issue is the portal page can be a bit tricky to navigate. Especially when trying to retire, it would not let me change my retirement date and had to send an email to do that.

At first I wasn’t sure whether the advisor would be a real person or a bot, but it was a real person (Calum) - hurrah - and they were very helpful, and patient, in relation to my enquiry. Also I cut Calum off by mistake and had to start a new chat, and Leo was also very helpful in getting me reconnected with Calum. Both times I got connected very quickly. Very satisfied with the service.

Calum extremely helpful

No messing about, used chat and got through to a human in under a minute who answered my question really quickly, no massive hurdles or endless questions. I chatted with Lucas and he was very friendly and helpful.

Had a really good experience with Hannah just now who gave me an update on where things were with my workplace pension. Thanks Hannah.

If i was not forced to use their service I would have never ever went with these "people" who and when made their website I cant even login what a piece of garbage

Total shambles seems to be the common theme, certainly in my experience. I have been attempting to transfer a clients DHL DC pension fund since July 2025. Initial contact was sketchy as our letter of authority was refused and then subsequently we encountered huge delays in acquiring a transfer value in order to asses the potential transfer out. Furthermore the client had not one but two fraud phone appointments one with XPS who ironically the funds are hopefully going to and Money Helper. These took an age to arrange and then furthermore we encountered delays whilst this information was "assessed". To add insult to injury they decided to shut down in January and since then we've been waiting for the funds to be disinvested. Recently they've announced that they will not take calls from IFA's so the only means of communication is a portal where a response takes 30-35 working days if you're lucky. I've tried talking to senior staff members but it's a blank response, meanwhile the client cannot see a value in his portal which is concerning considering current market uncertainty. In my 38 years as an advisor this is by far my worst experience which is saying something. The client is at the end of his wits and there appears to be no crumb of comfort in providing any clear progress report to reassure him. Shockingly bad! If advisers behaved like this we'd be struck off!

Vinita dealt my case due diligently and closed gracefully. I am happy to endorse her for her professionalism.

After an initial false start with the Virtual Assistant I was put straight through to Jak, who totally understood the context from the VA chat and gave me the information I needed all together in one message.

spoke to Lucy online, fast efficient and competent

realy quick and knowledegable unlike moist chat systems, highly recommend