Review Time
What a hard work they are. I just want to transfer my pension from Now to the Scottish widows. Taking a loan is easier than get my money transferred somewhere else. Didn't had problem from other company but these ones asking to much stuff and it's still not enough. First asking prove that my new pension company are not scammers and that im contributing there which is shouldn't even be their business, after sending what they need instead of confirming that, they magically found my another account with them and sending emails like "are we saying hello again?" No im not saying hello i just want you stop pretending that you are scammers yourselves.
I was told that I need to fill in a form went into my account and there is no link to the form. So I tried to close my account down put in my account number and NI number and then got told I need to log in again and so the every circle goes on and on
This service has been incredibly disappointing. I have been attempting to arrange a pension payout after the passing of my sister, but four months later, I feel frustrated and disheartened, as we have made no progress. A representative informed me that all necessary information had been received, only for me to get a generic email a week or two later requesting more details, often information I've already submitted. I can't file a complaint since I am not an account holder due to this being a bereavement situation. I honestly doubt we will ever receive the funds. As a bereavement service, this is both cruel and unacceptable. Each interaction serves as a reminder of my sister. No one at the company seems willing to take responsibility for the case, and I certainly don't sense any genuine desire on their part to assist. I'm at a loss for what to do, so if anyone has any advice, please share. Other pension providers had a much simpler process during similar situations, with payments made within 2-4 weeks. Additionally, I've noticed that all reviews here have received the same generic response from the service.
I have serious concerns about the security of my pension with this company. Whenever I attempt to log in, there are multiple security warnings stating 'Your connection is not private.' Additionally, when trying to access the site, I receive messages indicating that the website normally uses encryption to protect my information, yet it sends back unusual and incorrect credentials.
I began the process of withdrawing my pension in September 2025, and as of now, I still haven't received my funds. The service from the company has been utterly appalling and completely unprofessional. If you're thinking about working with them, I wouldn't wish this experience on anyone. They employ every possible delay tactic to avoid releasing your own money. Their web chat is ineffective—agents frequently make spelling errors, repeat scripted responses endlessly, or simply copy information from the website without addressing the issue. In the past week alone, I've had to call the company up to three times a day. During these calls, I've encountered agents who answer while yawning, eating, or sounding entirely disengaged. I've never experienced customer service this poor. I was informed that I apparently have another pension account with them—something I was never made aware of—and that both accounts must be merged before my funds can be released. I've submitted three separate merge forms, which they claim are incomplete due to missing previous employer information, which is entirely false. Before I even submitted the merge form, they blocked my account for three weeks. One agent said this was due to merging accounts (how can they merge without the form?), while another cited 'security concerns.' It's been lie after lie. I filed a formal complaint—don't bother. No one responded within the required eight-week timeframe. When I finally received a response last week, they claimed they'd already sent me a merge form in May, which is nonsense. I didn't request access to my pension until September. I've now had to escalate this matter to the Pensions Ombudsman, and I'm still fighting daily for money that is rightfully mine. I fully expect a generic response stating they are 'looking into it,' but they already had eight weeks and failed to respond. Save yourselves the trouble—based on this experience, I truly doubt I'll ever see my money.
I've been attempting to withdraw my earnings, but I'm still waiting. I've engaged in chats and submitted several complaints, yet all I receive are excuses. My calls and chats have even been cut off. It seems like there may be financial issues preventing them from processing payments, which feels incredibly unjust. The previous service I used improved everything significantly. No more delays, and payments actually come through.
Completely inadequate service. Avoid at all costs. I'm trying to transfer my pension to another company, and they keep creating obstacles to prevent me from accessing my funds. Customer service is utterly lacking. I'm still waiting for a call from a manager after two weeks with no response. I will be pursuing legal action against them.
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now:pensions is an award-winning UK workplace pension provider. We look after the pension savings of millions of members on behalf of tens of thousands of workplaces from lots of different industries.
We have a clear mission – to help everyone save for a more financially secure future. We’re dedicated to helping our members make the most of their pension savings and get a retirement they can enjoy. And, we’re fighting for a fairer pension system that benefits everyone. By highlighting pension inequalities and campaigning for change, we’re helping more pension savers get the kind of retirement they want.
We are the UK's third largest auto enrolment pension provider by number of members. See more
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