"Sharp decline in service."

After 8 years with Abbey Wealth I requested the surrender of my policies from Utmost, where Abbey had placed them. I informed my adviser, Christian Holbrook, of this in a phone conversation on June 10. I received forms to complete and Abbey supposedly forwarded these to Utmost. Since then, nothing. I have not received my funds, nor notification of such, and I no longer get a reply from Abbey or Utmost to my mails. Christian is the third adviser I had at Abbey - maybe there’s a reason for this? Whatever, my patience is running out and professionalism demands at the very least assistance and a reply from Abbey. I wonder even if this is a scam. Perhaps I should contact the fraud squad? Five weeks on and no response from anyone. The Abbey service is in sharp decline.

"Do not use this firm."

I am not sure what is happening with this firm but I think people need to be very, very careful as I don't think they are operating like a responsible pension advisor.
Why do I say this?
Firstly, my advisor left the firm and they failed to advise me. I tried to contact my advisor sending 2 emails to finally be told of his departure, although they got his name wrong.
Secondly, after the above 2 people contacted me by email effectively advising me that everything was ok but that I would not now have an advisor but I would be dealt with by a central advisory service ( how could they possibly know about my personal circumstances).
Thirdly, after the above I sent a request for help in reducing my charges ( as had been suggested by my departed advisor ) and to date have not received a response and it is now about 2 months.
The final straw was this week I received a dealing instruction which had not been discussed with me and was not requested by me. I rejected the request but what are they doing?
Do not use this firm they have no interest in your pension fund or you.

"Terrific customer service"

Terrific customer service, great experience ! Thanks to all the team

"Great company to work with"

Great company to work with. Extremely helpful

"Abbey Wealth - my honest review."

Exceptional service for our group. Phill and the team at Abbey wealth have been a breath of fresh air to deal with. Constantly keeping me upto date and around for help when needed.

"Avoid Abbey Wealth, no financial or customer service"

I can no longer recommend Abbey Wealth. My advisor did not attend a pre-arranged quarterly review call in early April-2024, so I chased that day and again 17-April-2024 ... with no response. I escalated to the CEO Mr France on 19-April-2024 (having heard that my advisor and others had resigned from Abbey Wealth), no response so I chased the CEO 30-April-2024. I received a response from the Head of Client Services which said in summary that there were no longer personal advisors but that we would work with a pool of people.

At this point I read recent Trustpilot negative reviews and noted they had moved from a rating of 5 down to 4 (currently trending down, 3.7). I responded asking for a new quarterly review call and clarification of my termination options but with no response, so chased again on 13-May-2024. Since then I have had no written or verbal communications from the company. It is clear they do not value clients.

I have removed Abbey Wealth from managing my portfolio and am allocating to a new financial advisor.

"They have a tight grip on my money"

Last Tuesday, my interest wallet got credited, but can I withdraw it? Nope! I sent them an urgent request to pull out some money for my kid's tuition, and they totally ghosted me. If it weren't for the speedy withdrawals from my investments with echelonis elitus, my daughter would've sit out another year. Now, that's a company I can trust.

"Not recommended"

Not recommended. Building on comments by others my own personal experience of investing a large lump sum pension 8 years ago is one of no growth and capital erosion due to lock in periods, high fees, costs, charges, investment portfolio recommendations and changes, and financial markets. AbbeyWealth is registered as an insurance agent and make € commissions on a limited choice of insurance company products sold. In my view they are more interested in in making money for them out of your money with no risk whilst you take all the risk in their finance products, recommendations and the markets. Like many other clients I had changes in advisor and have since taken out my pension sum and gone elsewhere. Like many other clients. I know advisors changed and left and staff have left too. I also still have an ongoing complaint unresolved after 12 months. Communications have been ok as other comments yet ultimately it is the financials which speak loudest. So the advice remains to take time to shop around , take true independent advice and ensure all fees, charges etc are clear and transparent. MNH.

"WARNING VERY HIGH RISK OF MONEY LOSS AND POOR SERVICE"

WARNING ! WARNING ! AVOID THIS FIRM IF YOU ARE CONSIDERING INVESTING OR TRANSFERRING A UK PENSION ABROAD. THEY DO NOT RESPOND TO EMAILS, TELEPHONE MESSAGES AND FREQUENTLY CALLS ARE CUT OFF WHEN BEING TRANSFERRED TO SENIOR MANAGEMENT. HIGH RISK OF RECEIVING NO SUPPORT IN THE EVENT OF FINANCIAL LOSS OR COMPLAINT. SINCE POSTING THIS REVIEW THEIR STAFF MEMBER HAS RESPONDED WITH AN APOLOGY AND PROMISE TO PROVIDE A RESPONSE TO THE COMPLAINT SENT TO THE FIRM ON 23.11.2023 ALMOST 7 MONTHS AGO.

"I am extremely dissatisfied with Abbey…"

I am extremely dissatisfied with Abbey Wealth's service. They delayed with instructions to arrange a regular payment with my pension fund manager (not for the first time), and my adviser, and the senior adviser with whom I previously dealt with a similar complaint before, have both left without informing me. I've been told by a competitor (hear-say) that Abbey have lost a lot of staff? Now I have no adviser appointed, and my pension manager is witholding funds despite an approved asset sale instructed to cover the withdrawal, because of fee-related issues (so I am told by Abbey), not previously advised to me (ie. They are sitting on my money now in cash and won't release it). I have received no response to my inquiries about whom I should approach at a senior level in Abbey to deal with this serious neglect of duties. I urge CEO Victor France to address these issues immediately. This poor level of service from Abbey Wealth is not apparently uncommon, and an inquiry I posted to an AI-chatbot query advised me to be aware of "administrative problems" at Abbey Wealth, and AI is not tainted by emotion as perhaps I am, as all my direct debits are bouncing as I type! Due to non receipt of my own funds from my pension fund manager due to the incompetence of Abbey Wealth as my adviser, I am incuring serious problems to maintain daily commitments to other creditors/service providers. Please take the time to reply Victor, personally, as I don't wish to complain to the poor girl in the back-office who has been lumbered with my case file, and has no knowledge of my past arrangements nor instructions to my now absent adviser, nor has a relationship with my pension fund manager in Malta about my case. She has asked me to contact them direct, which I think inappropriate as Abbey is my appointed adviser/representative on my Pension Account. Nevertheless collective fee collection (linked to % of original investment value) is a top priority to all it seems, despite may I say that the value of my policy has continued to fall (below original investment value) over a 6-year period of investment advice, and now is likely to have to be surrendered (after another bout of fee paying). At least financial advisers and managers don't have to worry about poor performance, unless a medium like trustpilot is used effectively to accurately report matters that might affect their reputation?