LifeSight GB - master trust pension scheme Bewertungen 318

Christina was amazing. Patient, polite, friendly and reassuring. Thank you very much

LifeSight webinars are very helpful and all options of pensions are well explained. Lifesight online account is easy to navigate and has lots of useful info and learning videos.

Really helpful session as a new colleague. Pace and delivery from Phil was spot on. Thank you!

Becoming a pensioner for the first time is a scary process!
I transferred my HSBC pension to Lifesight for flexible drawdown this year and I thought it would be quite a smooth process being that both pension funds are managed by Willis Towers Watson. I completed the forms for the HSBC side in plenty of time, 6 months early, and received an email from them stating that they'd received everything but give them a nudge again 2 months before my retirement date. All Good.
2 months before I retired, I sent the email to HSBC to start things off again..Which was acknowledged and the process initiated. Then I heard nothing... not a thing. about 2 weeks before my retirement date - I contacted the HSBC team by phone to say, "hmm.. Is everything ok?".. All was well, and in process, but they seemed surprised that I'd heard nothing from Lifesight. I phoned Lifesight, they had no record of me. Worrying! I gave it another week and phoned both teams again.. HSBC again concerned I hadn't heard from Lifesight, but Lifesight this time said .. No nothing on the system, but we don't start our process until we get the money from HSBC. "What a strange customer service, surely I said that at least I should get a welcome email, and then told you wont hear from us again until we get the funds in?! ", " Yes, it is strange" said the customer adviser". a day before retirement I had an email from HSBC side stating they were making the transfer to Lifesights within a few days.
A week later - STILL nothing from Lifesight, so I called again, "Ah yes you are on the system, but it will take another 5-10 working days to set everything up".. ok back to waiting patiently
2 weeks post retirement - I finally received my lump sum, a welcome email and log in details from Lifesight.
I'm very happy with the website and have managed to set up regular payments myself and hopefully here on it will be a smooth process.
Note to Lifesight - this process need fixing, its not every day we become pensioners, and we've saved very hard for a LOT of money, which makes you nervous that things can fall down the gaps... especially when it's a transfer between 2 teams in the same building! Just a little welcome email initially explaining what will happen with estimated timescales will save the customer getting nervous and your amazing customer service team having additional phone calls :)
P.S Happy to help you improve your process as a trusted service user (I am a 'newly'-retired change manager) ;)
P.PS Oh and your authentication process doesn't work with an overseas number :/ I had to change mine to my UK mobile.. hrmmph

I would like to thank Carmel Igbal for all her help .
She went above and beyond to help me and guide me during a difficult period .
Grief - the awful loss of a loved one and then dealing with pensions / finances just overwhelmed me .
Carmel was so kind and patient with me .
Thank you so much .

Really clear information, very useful.

Really helpful… such a great source of information… thank you

It’s rare that you are totally happy with the service provided these days. It is important to highlight excellence when it occurs. My dealings with Lifesight were very clear and straightforward and I have to mention Carmel who dealt with my pension request. She phoned back when she said she would(multiple times)and reassured me that she would do everything she could to move things forward. Everything has now been completed and I couldn’t be happier. Many thanks Carmel, you were brilliant.

Lifesight are the worst website I have ever had to deal with. I'm moving my pensions away from this terrible company

I attended a webinar about the LifeSight scheme led by Phil. The session was very concise and clear, and Phil was great at providing responses to any questions and adding the nuance/considerations that should be made

Good detailed explanations and presentation

Very informative and easy to follow
A little more knowledge needed to answer the Q and As

Worst company ever. They’ll do anything not to pay your pension just so they can get more interest. If you’re thinking of moving your pension here, don’t. They just keep sending the same emails back and forth. 1 star is too much for these jokers

App isn't great, for some reason it regularly logs me out and logging back in is a nightmare. I wanted to change my funds but the app needed me to log into my online account, then the website required me to set up authentication, I went through all steps only to be told 'something went wrong' and to call the contact centre. It took so long for the phone to be picked up - I got fed up and gave up. Each time I try to do anything it's so frustrating.

Lifesight are quick to respond to queries. However they are slow to repsond to investment transfers to other providers. Why they can't complete a transfer in the same timeframe as AVIVA I really don't know.

All quite clear and fairly transparent

Very well presented and explained

Requested transfer to a different fund 03Feb.
Filled in all the forms and extra information requested by the 12th. 19th Feb, request referred to trustees for approval. 25th Feb, still sitting with trustees for approval. 09th March after several emails from myself and my new fund, advised trustees confirm flag removed.
Raised a formal complaint as still no answer on when I could request a transfer. Receive a formal response with timeline as above and confirming the holds removed and my transfer will be treated as a priority.

1 week later, call to follow up and am advised transfer request awaiting trustee approval. Asked to speak to a supervisor and apparently none could be found to speak to me.

Still have no idea on the status of my transfer.

Abysmal.

I had a chat with Teddy on line regarding my pension.
I needed to know if I had amalgamated 2 pensions into my account. Teddy was very polite and helpful.