WTW Reviews 

I went on to run a quote and couldnt do it but the technical help was very quick anbd Leo was very helpful. I hopefully I will receive a timely quote

I have been waiting since the 17th Dec 2025 for my DHL pension to be paid out as a cash lump sum, it is now 21st April 2026! I've sent several emails, but these are never responded to. Phone calls are handled in the same way, they just tell you anything to get you off the phone! I have now complained to the Pensions Ombudsman. This company is a absolute disgrace!

Everything has gone wrong from start to finish. On retirement, its taken over 6 months to get my funds transferred, which has delayed access my tax free option, causing some distress and inconvenience. I had expected better from a regulated entity. Not processing instructions, giving the incorrect forms to complete, taking an age to respond to communications, in most cases not responding at all, and when they do it does not cover the query. Logged two complaints, response for one did not cover, and the other is unanswered after over 6 weeks, its a simple case of just answering the question. Being open and transparent, providing good customer service, clearly not part of the training programme. Love it that after posting there is a 'helpful' WTW response guiding me to contact them, have to laugh, afraid too little too late! I am still mailing them to ask of the status of my complaint and just cannot get anyone to respond. Also note a very common phrase as they 'apologise for my frustration' its almost that this is my fault, and I am intrigued how they interpret 'distress and inconvenience' as frustration.

My chat was quickly re-directed to an agent. Lucas was able to answer all my questions.

I connected with Teddy online today and he was very helpful. Unfortunately, I spoke to people previously on the phone and while fairly helpful I didn't always receive the information or paperwork I asked for in connection with quotes and it seems to take ages for anything to arrive. Hopefully it will improve as I now move through the retirement process.

I spoke to Calum who helped me so much. I have been waiting for an answer for along time and he was able to provide it.

Was doing some pensions checking, while my Aviva ones are available online, for some reason WTW needed me to wade through several pages of details that they already hold, to put in a request that they aim to respond to in 5 days. I can only hope their back end system is a lot better than their customer facing website as that is as much use as an ashtray on my motorbike.

Teddy answered my question prompty and with detail. Perfect interaction!

Just a quick thank you for dealing with the death of my husband efficiently and opening up a pension for me. Everything in order. Dealt with fuss free unlike a few other places I’ve had to deal with since my husband died. Every person I had spoken to very informative and helpful. Definitely no faults here .

Thank you to Joanna Reovoca also. Absolutely spot on from start to finish. My current state of mind is very fragile due to circumstances. She made things look simple .

Matthew was able to answer all my questions efficiently and went the extra mile by offering relevant links to further relevant information. Thank you.

1 out of 5 is being incredibly generous - once you've found a telephone number you wont be able to get through to the desired team thats if they don't hang up or the data input system doesn't work. They will promise a call back which never happens so you're left to raise a complaint!

Quick support by Calum

I spoke to Teddy this afternoon. The contact was friendly, helpful quick and accurate to my needs & questions.

I contacted WTW with a pension query during normal working hours. I got put in touch with an actual advisor, (Calum), very quickly. Following a brief exchange of messages my query was answered and I have some confirmation correspondence on the way. Very efficient - many thanks.

Courteous communication leading to an explanation as to why I couldn't find what I was looking for.

Tommy was extremely helpful and quick to respond to my questions.

Jak was very knowledgeable and helped me through the whole process

Very helpful and advice arranged my request effeciently.

Further to my earlier review at the first time of asking they failed to make my monthly pension payment so just when you think they cannot get any worse they prove you wrong no response when asked why? Not sure what DHL trustees think of the scheme members to saddle them with this incompetence of an administration.

Amelia was excellent at answering my query