Smart Pension Reviews 3.821

Absolutely outstanding customer service, everything was broken down and explained to me without being patronising.

I had a really good experience with Smart Pension. The customer service team was helpful, clear and professional, and they explained exactly what needed to be done. The issue was handled quickly and the guidance I received made the process much easier. Thank you for the support.

Faith

Faith was really helpful in dealing with my queries and very reassuring, taking the time to understand my query and answer it.

Anna helped me with my query and then went above and beyond by showing me additional features within the system so I could have a greater experience throughout the portal.

Rebecca was extremely helpful and so patient. I had a lot of questions and things to go over in my phone call today but Rebecca made me feel at ease to ask away and was extremely helpful! 5 star customer service.

Rebecca was amazing and solved my issue quickly. She knew exactly what the problem was and got it sorted.

Lisa was extremely competent and helpful in sorting out a many issues regarding re joiners.

She was very helpful and managed to solve all the issues I had.

Very grateful and excellent service.

Rebecca was very helpful and patient and explained things in great detail with excellent support.

It was easy for me to access my pension account and to see the activities - no hassle!

I spoke to Joanne Gray who was knowledgable and helpful, dealing with my query promptly and making sure our conversation was noted so other colleagues could help when I called back

Terrible app, hard to navigate, can’t easily change where your existing pension pot is invested, just where future investments go.

Default investment is in a Net-Zero scheme when almost all other pension defaults include S&P500. Not in the interest of their customers.

Very helpful and constructive nothing was too much trouble

Rebecca was very helpful with my query. Great customer service.

Joanne was extremely helpful, walked through everything and helped me sort an issue I was going round in circles with.

Isabel sorted me out spot on 👌

Isabel, was exetremely efficient and gave me information about the system that I was previously unaware of.
This information will make using the system much easier moving forward.

Staff was effective and efficient in discussing my query and resolved it successfully

The staff member was really friendly and professional and sorted my query completely, great service

I engaged Smart Pensions (an unfortunately ironic name) to transfer a small Aviva fund so I could consolidate two modest pots. What should have been a simple, routine process has turned into a months‑long saga that began in February 2026 and, at this rate, won’t conclude before June.

Because my fund must be administered by post rather than online, it quickly became obvious that Smart Pensions simply cannot cope with anything outside their standard digital workflow. Every stage has been mishandled, each error creating further delays. Nothing is proactively managed; everything disappears into a black hole unless I personally intervene.

Just as Aviva confirmed they were ready to release the funds, Smart Pensions suddenly produced yet another form in April — questioning whether they could even accept the payment. The timing would be laughable if it weren’t so incompetent. I was then told it could take a further 30 days before I might access my own money.

The only progress made has been because I acted as the intermediary between the two providers. Neither organisation appears to chase, escalate, or even communicate internally. Their placatory responses to complaints amount to nothing more than scripted noise. They cannot even follow the processes they themselves set out.

A simple consolidation has been turned into an exhausting, avoidable mess. Based on my experience, Smart Pensions is not equipped to handle anything outside its narrow comfort zone — and customers pay the price.

I note smart
Pensions reply and a request to contact the to discuss the matter privately - but fail to give any contact details to do so - think that explains my complaint perfectly !!!!

Isabel was amazing! She was clear and concise, tried various options to help with my tech issue which she resolved almost immediately.
Having made several attempts to get assistance over the last few weeks (but to no avail!) it was a great relief to finally have this all sorted by Isabel. Tout Suite! I was totally impressed.
- 10 stars from me!