True Potential: most-reported complaints
Automated analysis of 966 public Trustpilot reviews published 2026-01-12 to 2026-09-23. TrustScore 4.9 from 23,458 total reviews — see the Trustpilot page. Quick answer: is True Potential legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 24 complaints accounting for 44% of the total. Support being unreachable is the second most common issue, cited in 15 complaints (28%), and this trend is rising. Account and app problems were reported in 9 instances (17%), showing a falling trend, while other issues made up the remaining 13% of complaints.
How to reach True Potential
These are the contact details True Potential publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0191 625 0350, email [email protected], address Gateway West, Newburn Riverside, Newastle upon Tyne, NE15 8NX, GB.
The company claimed its Trustpilot profile on 2024-01-24, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 7 of 50 in Financial Consultant. We last checked this profile on 2026-09-23 and found 43 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 85 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “True Potential/Arthur Browns”, “IFA Visit - Costs- Market Outlook - True Potential Platform”, “True Potential ISA”.
Elsewhere: 4.9★ on Google (3,329 reviews)
TrustScore over time
4.9 → 4.9 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (85%, 1.3d) · 2026-08-15 (84%, 1.3d) · 2026-08-18 (84%, 1.3d) · 2026-08-21 (85%, 1.4d) · 2026-08-24 (84%, 1.4d) · 2026-08-27 (85%, 1.4d) · 2026-09-01 (85%, 1.4d) · 2026-09-04 (85%, 1.3d) · 2026-09-07 (85%, 1.3d) · 2026-09-11 (86%, 1.3d) · 2026-09-14 (85%, 1.3d) · 2026-09-17 (85%, 1.3d) · 2026-09-20 (86%, 1.3d) · 2026-09-23 (87%, 1.3d).
Severity: 41% of this company’s 54 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2024, 54% of 11 one-to-three-star reviews were 1★; in July 2026, 61% of 18.
Counted from May 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (312 reviews record both dates).
What their policy promises
complaint process: as quickly as we can
“It is the firm’s policy to investigate all complaints and do our best to resolve them satisfactorily as quickly as we can.”
complaint process: fair, impartial, and promptly
“Any investigation conducted will be fair, impartial, and will be dealt with promptly.”
complaint process: within five working days
“The investigating officer will acknowledge your complaint in writing within five working days.”
complaint process: within four weeks
“No later than four weeks after we received your complaint we will contact you again.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 392 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 1 days.
Reply quality: of 392 company replies to negative reviews analysed, 27% engaged with the specific problem and 67% were generic templates.
Review provenance: 501 company-invited reviews in the recent window average 4.90★, while 411 organic (uninvited) reviews average 4.92★.
16% of its 857 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 44% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 6,101 of this company’s 23,458 Trustpilot reviews (26%) were written in the last 12 months.
What are the most common complaints about True Potential?
Support unhelpful
24 reports · 44% of complaintssteady“it’s taking months to get the pension transferred”
The company replied on 2026-05-28: “Hi, thank you for your review. We have requested further information from you so that our dedicated support team discuss this and assist you appropriately.”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“they make it impossible for you to take your pension out when they have all the details.”
The company replied on 2026-05-12: “Hi Stefan, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“TPI did everything to prevent me transferring it.”
The company replied on 2026-03-30: “Hi Alan, we appreciate your feedback. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
15 reports · 28% of complaintsrising since 2026-07“I have tried calling TP 3 times over the past few days and have never got through to customer services”
The company replied on 2026-06-02: “Hi, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I have been trying to get in touch by phone BUT you have to wait so long”
The company replied on 2026-05-21: “Hi, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“3 weeks and they still won’t give you your pension think about that!!!!”
1 reader marked this review helpful on Trustpilot.
Account/app problems
9 reports · 17% of complaintsfalling“they make it impossible for you to take your pension out when they have all the details.”
The company replied on 2026-05-12: “Hi Stefan, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“I have tried calling TP 3 times over the past few days and have never got through to customer services”
The company replied on 2026-06-02: “Hi, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Youre online systems are over complicated and. Basically crap.”
The company replied on 2026-06-17: “Hi, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Other
7 reports · 13% of complaintssteady“No suitability report. No disclosure of commission.”
The company replied on 2026-06-09: “Hi Doug, we are sorry to hear about your experience. We thank you for sharing with us your experience and interactions with True Potential and we appreciate the feedback you provided.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I still have not received a final response”
The company replied on 2026-01-22: “Hi Jenna, thank you for your feedback. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a template response.
“Bad company they never admit when they make a mistake and treat your pension like it is their money”
The company replied on 2026-08-03: “Hi Lee, we are sorry to hear about your experience. If you require any assistance, please contact our dedicated support team on 0191 500 9164. They're available Monday to Friday, 7am-8pm, and…”
Our classifier read this reply as a template response.
Billing errors
7 reports · 13% of complaintsrising since 2026-07“resulting in an £7,000 overpayment of tax that they have left me to reclaim”
The company replied on 2026-05-26: “Hi Mike, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“5 out of 6 years TP have got my tax wrong”
The company replied on 2026-04-07: “Hi Michael, thank you for your review, we're sorry to hear about this. I can see you have been contacted by a member of the team to assist. If you require anything further, please let us know.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Incorrect sale contract note posted and still incorrect on portal even after they paid the monies.”
The company replied on 2026-08-24: “We are truly sorry to hear about your experience and the significant concerns you've raised regarding your investments and the service you received. We have requested further information so we can…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Refunds delayed
5 reports · 9% of complaintssteady“I have been waiting over 2 weeks. I should have my money by now but I don’t”
1 reader marked this review helpful on Trustpilot.
“They are unresponsive to emails”
The company replied on 2026-03-16: “Hi Katie, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately. Alternatively, you can…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“They keep moving the goalposts and now, the day before the 10 working days (14 days) since the request was made, they've moved the goalposts again up to 15-21 days but still won't confirm a payment date.”
The company replied on 2026-03-17: “Hi Jane, thank you for your review. We have requested further information from you so that our dedicated support team may discuss this further and assist you appropriately. Or alternatively, if you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.