In line with other customer reviews, I have also experienced appalling service from Scottish Widows, with the transfer of my pension to another provider taking 11 months in total! This involved several hours of phone calls, sending same documents on multiple occasions, registering a complaint the Financial Ombudsman, and at one point visiting their Edinburgh office to hand in documents in order they could not further claim non-receipt.. Absolutely disgraceful organisation - if you manage to speak to a member of staff who actually wants to help then you are doing well! Many "Customer Services" staff have poor knowledge of processes involved for a pension transfer. Complaints Manager assigned to me was never available to take calls (I lost count the number of times I was promised a call back which did not happen). Emails ignored or "not received", and on visiting their Edinburgh Office, couldn't speak with anyone in Complaints Team as staff worked from home. Reception staff had difficulty in finding one staff member to accept my documents. Given the amount of similar experiences from other customers, surely the Independent Governance Committee which “oversees the way Scottish Widows looks after member’s retirement savings and how it assesses whether Scottish Widows are offering members value for money”, recommend the following areas for improvement to the Scottish Widows Board: 1. The Executive and Management Teams currently overseeing the transfer request are retrained or replaced. 2. The current internal guidelines for the transfer process and staff training guides are binned as they do not appear fit for purpose. 3. Customer Services staff are re-trained in how to fairly serve clients