Frustrating Lack of Accountability and Follow-up from Alexander Forbes

I am extremely disappointed in the service I’ve received from Alexander Forbes, particularly in relation to the transfer of my retirement savings since I withdrew from the fund in April.

Here’s the issue: I opted to withdraw from my vested pot and transfer the remainder of my retirement and savings pots to my new fund – which is also administered by Alexander Forbes. The transfer process requires a simple completion of RT01 documents, which have been repeatedly requested (6 to 10 times!) by the Fund where I was previously employed.

Shockingly, the administrator responsible – who works for Alexander Forbes but administers current employer funds – has completely ignored these mails for months. I’ve called numerous times (more than I can count), and each time I’m promised a callback or escalation within 2–3 working days. I have yet to receive any meaningful response or resolution.

What is frustrating beyond words is that I, as the member, am now expected to follow up with an administrator who works for Alexander Forbes, simply because internal processes are being ignored or left in limbo. I’m left stuck in the middle, with no progress and no accountability from your side.

It’s appalling that as employees, we do not get to choose our fund administrators – we are tied to whoever our employer contracts. And yet, when issues like these arise, we are treated with disregard and have to chase your own internal staff to do the bare minimum. This shows poor service, broken communication, and a lack of urgency in dealing with client matters, especially when it involves our retirement funds.