XPS Group Reviews 2.254

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

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.

Very efficient.Got the answer to the question I asked

For the 2nd time in 5 weeks, I have requested documentation for a tax-free withdrawal / other details to be e-mailed / sent out to me.

The 1st call was on the 10th March. I was advised that the documentation would be sent via post / e-mailed prior to a meeting with my Financial Advisor - a meeting which had to be cancelled.

The 2nd call took place on Monday of this week when I was advised that the documents would be e-mailed before the end of that working day (Monday) - the staff member checked with a colleague before making this commitment. And via the post too.

I am still waiting, having received absolutely nothing - and have had to rearrange a meeting with my Financial Advisor for the 2nd time.

I am planning to escalate this unsatisfactory service accordingly.

clear IVR options
holding for an acceptable amount of time
agent (Leanne) answered all my questions succinctly on the call

The agent Julian was fantastic he discussed everything clearly and listened to my questions

I had a couple of questions that I wasn't too sure about and the member of staff answered them without hesitation and to my satisfaction. Well trained staff .

Professional and understanding, agent Angel

Very patient and understanding.

XPS Pension - contacted to discuss my pension and spoke to Sarah. She was warm, friendly and professional and very helpful.

I spoke with Julie for some time about my pension and she was so helpful - making sure that I knew what I was doing and going over points that I didn’t understand. She had the patience of a saint and took the time to ensure I was totally happy before we finished the phone call.
Thank you Julie for making the experience so unstressful.
Thank you also to Jess and Karen, who have been unbelievably helpful too.
I expected the experience to be a nightmare and I was proved wrong , with your very helpful staff making it so much easier to sort out.
Really appreciate their time, efforts and patience. Thank you.

Very helpful

Very Helpful