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.
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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
