Key causes for personal pension provider complaints highlighted

Penfold crunches FOS figures with TrustPilot reviews of providers

Hope William-Smith
clock • 1 min read

Lack of transparency, poor customer service and unreliable handling of data are key reasons behind people’s negative views of their personal pension providers so far this year, Penfold finds.

The digital pension provider found 2,662 specific personal pension complaints were made in the last six months. This was out of approximately 16,300 complaints that have been made against pension providers in general. While Penfold acknowledged "a wide range of factors" can contribute to an individual's dissatisfaction, it noted that transparency, customer service and data handling were the most commonly identified complaint areas when looking at personal pension provider reviews on TrustPilot. "All reviews for the lowest-rated providers commented on bad customer service, often flaggi...

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