XPS Group Reviews 2.267

The lady I spoke to was very helpful, informative and professional and didn’t rush the call.

I’m genuinely grateful to have discovered that I do have a pension in place, as I wasn’t even sure it existed before speaking with XPS Group. The representative I spoke to was clear, professional, and helpful in explaining the structure of my pension and what my current options are. That gave me peace of mind, which I really appreciate.

However, I did find the process quite overwhelming when it came to making decisions. While I understand there are regulatory limits around giving financial advice, it would have been very helpful to receive more guidance or general direction on what options might suit different situations. At the moment, it feels like I am expected to make significant financial decisions on my own, which is not easy without any background in this area.

I was also surprised to learn that once I decide to take the 25% tax-free lump sum, I would effectively need to move the remaining funds, rather than having more flexible options within the existing arrangement, as in, xps will hold on to the remaining funds, until i decide what to do. In addition, it seems that if I choose an annuity, the process is limited to working with Origin, which feels restrictive.

Overall, I appreciate the clarity and professionalism of the service, and I’m thankful for the information provided. That said, it would really improve the experience if there were more support, guidance, or even signposting towards trusted advice services to help customers make such important decisions with more confidence. Even by making suggestions on trusted providers.

Very helpful

I spoke to Mary, she was very helpful, and very knowledgeable. She answered all my questions and explained exactly what I had to do. I’m really pleased! Thank you.

Sarah was polite and helpful

The person I spoke to was brilliant. She helped me negotiate the website and update my password and details with ease. Would have been 5 stars had i not had to wait on hold for 39 minutes!

A call into the team was answered swiftly, information shared was clear and professionally delt with.

Great team!

Spent 45 minutes on hold waiting for someone to simply change my home address. Hung up in the end. Awful. Surely they/you can make it easier to do this online and save time and money.

Mary was incredibly helpful

The young lady we spoke to was so lovely and patient with us. She made everything so easy to understand

Spoke with Sarah who was cheerful, polite and patient. Nothing was too much trouble. Would happily recommend.

I was greeted well and given good information left me with the feeling I was being looked after.

I have been trying to register to access my pension account since January, today I received an email telling me to log in without any details of password. The email today was in response to 31st, March, requesting my registration details, 17 days and I am still no further forward. At my age I need to update my details and pension preferences. It looks as though it's not going to happen. All sorted no thanks to good staff at the weekend.

The call handler was helpful and keen to help

I was finding it difficult to register with XPS due to my age and not being good with technology.
As a result, I contacted XPS and spoke with David Wilberforce. He was very professional, spoke very clearly and had an exceptional patient and friendly manner. He took the time to guide me through the registration procedure which he made easy for me.
The overall experience was exceptional.
Excellent service like David gave simply jumps out at you these days. Thank you David, you are a credit to your company.

Sarah was very helpful and explained very well many thanks

The lady was very helpful and pleasant

Great customer service by Mary, credit to her company.

Would have been 5 stars but the company have been slow and I have had to chase 3 times in the last 6 months for an update, with no apparent outcome or update on my notes.
XPS seem to be very slow and don't appear to keep their clients updated.

I’m very happy with the service i got, all my questions were answered well and in full, leaving me clear in the way forward with my retirement. Thank you for your help.