Creativepensiontrust Avis 

I'm not sure I can add anything more except to echo what the previous reviewers have said about this appalling company. Its been 6 weeks since I submitted my claim to withdraw a pension pot and have heard absolutely nothing back despite my many requests for up-date. I am currently preparing a case to go to the Pensions Ombudsman and would strongly advise others in a similar position to do the same. As virtually all the other reviewers have said, keep well away from this shower

They are ignoring my request to transfer my pension for the past few months. I have requested to make a complaint and I am having to wait eight weeks before I can raise it with the relevant ombudsman. I will likely look to go through small claims court for the amount of time it has taken to get my pension transferred.

It will not let me rate this company zero stars. Whatever you, do don’t have a pension with them, if you do please move it to another company asap. Husband has been trying to access his pension since September. Excuse after excuse. Some excuses include, Employer hasn’t given an end date, sent a letter to someone else’s email address, payment letter sent 3 weeks ago, still not received, do not reply to emails from admin account. When you complain about service you have a letter saying they will get back to you in 8 weeks. They Only pay out on 5th and 19th of each month. So unprofessional Ombudsman needs to investigate and fine this company.

Avoid at all costs, tried to withdraw my pension after months of phone calls, emails, they informed me that they had not even started to process my application.
Absolutely disgusting company
Still waiting for Payment to arrive after 4 months of finally talking to someone who actually helped.
My advice would be if you have a pension with this company , get it out or moved ASAP ,seems to me that they just want to hold onto your money for as long as possible

I have to say I was very worried about drawing down some money but after 3 weeks I have a letter confirming a payment date, hopefully when they are taken over by the new company things will get better, but I have to say I am very happy with the process especially after seeing the reviews

Don't have a pension with them but keep getting letter saying I have a workplace pension with them. Definitely a scam company! Avoid!

Absolutely shocking customer service,only trying to cash in just over £100, phoned twice,both calls 45 minutes waiting,said I needed to fill in forms which I already have & returned,it's absolutely ridiculous been going on since August.

Actually 0 stars ! Avoid avoid avoid at all costs. Wanted to consolidate my pensions request sent 5th June from another pension provider. No reply, a reminder sent, no reply now in October and still nothing happened

0 STARS
I Started a lump sum withdrawal 2 months ago £2000 and I am No closer now to getting MY MONEY,
I Don’t think they have any funds to give,
Look at all the reviews, on here and google, they all say the same thing apart from the obvious ones which are there own people,
NO EMAIL REPLIES
NO CALL BACK
NO WEBSITE MESSAGE REPLIES,
I Have been given 12 months to live and already wasted 2 months,
God I’m scared

If there were 0 stars would give that
Shocking Company- no reply to requests to withdraw - Do not use this company
Avoid at all costs

WATCH OUT FOR COMPANY NAME CHANGES Do not put money with this company! Or any other name they want to go by at the time. Due to a "triggering event" what ever that means they are now closing creative and consolidating the scheme into the Cushion master trust 16th February 2026. I have been struggling with their incompetence to transfer to another company for months and been declined by them twice already because they haven't done things right and they just cancel without letting me or the other company know. My new pension company has now had to reapply a third time. Creative will not contact you so good luck getting through to them. I have now advised them with bad publicity, solicitors and citizens advice. I fear they won't change. STAY CLEAR

I have been trying to get my money from Creative since June 2025. They don't reply to emails, they don't answer the phone and there is never any explanations of their timings nor processes. Therefore I am still in the dark as to when I will get my money? And I am pretty desperate.
Creative obviously have an agenda of their own, that they absolutely do not share with their members. And genuinely don't care. I was told by one person, who actually came back to me, that he was far too busy to help me, as he was going on holiday, and had far more important things to do.
I have now raised an official complaint on their website (have heard nothing, not even an acknowledgment) and reported them to the Pensions Ombudsman.
Employers, steer clear. Do not put your employees through this - whatever the deal.

I requested my small pension pot to be paid to me. I sent all the requested paperwork six weeks ago and still have not received my pension payout. I have sent 6 e-mails they respond with will get back to you in 10 days this has not happened to any of my mails. Went on website and put request 8 days ago and nothing. I have called twice after a lengthy weight and told would be put as priority and nothing. Raised a complaint did get an email telling me it could take 8 weeks. Is this Pension company aware this is our funds not there's as so we are entitled to take it. Today I called and waited and as suggested did a keep my place for a call back that was nearly five hours ago. I rang again and waited 1 hr 30 minutes and did same as usual not return of call. If anyone has funds in this place I would get it out as soon as possible it make takes 2-3 months to get it. Somebody needs to look at Creative Pension they are appalling

I have only a few 100 pounds in a pot i wanted to consolidate into a larger pot. This transfer request was made by Royal London on my behalf on Friday 13th June 2025 - a bad omen for sure! These cowboys did not reply for weeks, and when they did, theyused an excuse that they were being bought over and to resubmit transfer request. So on 22nd July 2025 Royal London resubmitted request and were told it will take them another 3 months maybe to accommodate it! By which time, it will be too late, i will be applying for early retirement. Thank goodness it was only a small amount! Ombudsman should be investigating and shutting this outfit down. DO NOT USE THESE PEOPLE, WHATEVER NAME THEY CHOOSE TO TRADE UNDER.

Awful customer service
Repeatedly sent emails& requester ring back calls& totally ignored

Looking, as an employer, to set up a new scheme with this outfit, I called them to discuss their investment options. 3o minutes listening to their tinkling piano music - but no one picks up a phone. If this is your service standar when new money is knocking at your door, how awful will it be later. No thanks, I'm off to a different provider

Can't give no stars. Started transfer process on around mid June - completed dd questions 20th June June - nothing transferred yet in spite of an email 9 (after a complaint) weeks later saying we will transfer

They seem to forget that it is not their money. I applied for my pension pot, filled in paperwork and had not contact for 4 weeks. Chased up and got a request for more forms. Filled in and approved in 2 weeks, said they would transfer the money in a further 6 weeks!! HMRC gave them the tax code (seen on HMRC Gateway), they ignored it and charged flat rate tax). A grotty photocopied payslip, no P45. My husband had exactly the same with another company, who completed the whole thing in two weeks from application.

Great website and really quick to set up your contributions, the problems start when you change employment and you request your paid contributions are transferred to a different scheme!
I followed the transfer procedure and received no reply for over four weeks, my other scheme also requested the transfer and received nothing either!
On finding forty five minutes spare time to sit on the phone to speak with a human I was told it hadn’t been allocated and would be chased! Two weeks down the line still not heard anything!
Avoid at all cost, only given 1 star as I can’t give zero.

Awful awful company!!
Up held my complaint emailed me to
Tell me they are going to give me a goodwill gesture this was last week and still waiting!!
I urge people not to use this company they are truly shocking and useless!!