Nearly a third (30 per cent) of people who transferred a pension between 2022 and 2025 rated the process as average, poor or very poor, research from Huntswood has found.

The research showed that 12 per cent of survey respondents transferred a pension between 2022 and 2025.

Among those, 30 per cent rated the process as average or below, while 25 per cent described it as excellent and 45 per cent as good.

Of the respondents who rated the transfer process as average to very poor, 46 per cent said it took too long, while 35 per cent felt their former pension provider deliberately slowed the process and 30 per cent cited poor communication.

The findings come as Huntswood launches Complaints360, a complaints management service that combines human expertise, AI technology and scalable delivery.

The service is designed to support complaints handling, identify root causes and improve speed and accuracy across the complaints process.

Huntswood/ResultsCX managing director UK and Europe, Siddharth Parashar, said: “For pension providers, complaints are about much more than resolving individual cases. They offer a valuable window into the customer experience and highlight where processes, communications and service delivery need to improve.

“Complaints provide one of the clearest indicators of where those outcomes may be falling short, whether that’s delays, poor communication or unnecessary friction in key customer journeys such as pension transfers.”

Commenting on the launch, Huntswood senior director, advisory, James Tattersall, said: “Complaints360 helps organisations move beyond simply managing complaints to understanding and preventing them.

“By combining experienced complaints specialists with AI-enabled technology, providers can identify root causes more quickly, strengthen regulatory compliance and use complaints insight to drive continuous improvement across the business.”

Complaints360 includes four components covering advisory, outsourcing, resource augmentation, and technology and transformation services. Organisations can use individual modules or the full service.

Huntswood said Complaints360 uses its ConnectCX platform and AI tools to support complaint triage, response drafting and risk identification, while complaints specialists retain oversight of decisions.

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