Creativepensiontrust Avis 

Having just left a Company that CHOSE to use this pension provider I absolutely had no choice but to have my workplace pension with these people. Having left I decided to drawdown the pension I had with them to help fund a new business I was setting up. To say they are useless is being kind! In total now I have spent 4.5 hours on hold trying to release MY MONEY. I started the process with plenty of time to release my money and many big words and b******t later I'm still having to wait! If you have a choice PLEASE PLEASE use a more trustworthy pension provider.....one star is one too many with this circus!

If I could give them minus I would. Never reply to emails. Never answer the phone. On hold hours and still no answer. Will do everything they can to not allow you to transfer pension companies

I don't normally write reviews, but I've even created an account now to leave this one. This is how much I hate Creative Pension Trust.

I was unlucky enough to work at a place between 2018-21 that used this awful pension provider. To call their customer service abysmal would be a compliment.

My former employee gave them a wrong date of birth when they set up my pension, which resulted in me not being able to login to my account for YEARS. Finally, several months and calls later, one of the support agents told me what the wrong date was, which at least allowed me to login into my portal. This, however, haven't fixed the issue, and although I've sent vast documentation with my correct DOB, they STILL HAVEN'T FIXED IT, SEVEN YEARS LATER.

That means I can't even move my funds away from them - at this stage, hiding the money in my mattress would be a better deal - because the DOB they have doesn't match with my actual DOB.

I'm writing this while listening to the most annoying 'on hold' song, which has been playing for the last 1.5 HOUR, as apparently no one works on this company.

Absolute garbage, stay away from them if you can.

PLEASE ALL EMPLYOYERS, if you care about your staff don't set up a work place pension with Creative Pensions. I have been forced to have my pension with this useless company as it is a work placed pension and we don't have the choice to choose. sadly right at the beginning I moved my other pensions all into the one pot with creative...I wish I hadn't!
I just can't believe how appalling the customer service is from this company and how long it takes for anything to be done. Natwest / Cushon Group really need to sort this out. If trust pilot would allow a 0 that is what I would give them.
If you try and call it normally takes over an hour for anyone to answer. Then when they promise to come back to you with information they don't. The staff are not trained properly so they are giving out the wrong information. Lastly their draw down process is painfully slow compared to other companies and they really do try and hold onto your money for as long as possible.

Absolutely appalling company! Started the process at the beginning of September 2024 to withdraw my pension and have received awful customer service from them. Its March 2025 now and I still don't have my money. I am now taking this up with the Pensions Ombudsman

Cannot get response email will not answer phone would not recommend this company

Trying to contact them to reset my password, after two to three weeks of sending emails and telephone which they never answer still waiting, this has to be the worse company ever gonna take my money out if I ever get through to them.

I have been trying to contact and move my pension since December 24.
When i have managed to get to speak with someone they are either not bothered about anything or give you the WRONG ADVICE!!.
Now moved to another company to try and rectify this and surprise surprise they are hitting a brick wall.
Tried to ring them for the past two weeks only to hear we are experiencing high call demands every time.
I have lost nearly £2000 in my pension since these clowns 🤡 told me that it's simple.
Would not recommend or trust.
Will have to speak with the ombudsman/ legal.
Please take care.

Abhorrent company. Useless customer service. If your company decides to place employee pension into Creative Pension Trust try to opt out because you'll spend years trying to get your pension transferred out of them. They have withheld information from my previous pension provider and are keeping hold of my pension funds with no timeline as to when this issue will be resolved.

Absolutely appalling company, I had to use the Small claims court to get the money out of them that I was due.
This was surprisingly successful when they received the court papers they paid out.

They tried to contact me six months later to sort things out, they don’t know if there are a coming or going.
I would strongly recommend getting your money out ASAP as they will probably be out of business before long.

I would give 0 stars if that was an option! Appaling customer service! I might as well say goodbye to my money as I can't get through to anyone to help me.

Shocking company, takes hours to get through on the phone and when you do you get a person who sounds like they really clod not care. I have transferred 4 pensions into on to consolidate them, 2 of them took 4 days to transfer. 5 weeks later creative are saying it can take 3 months! What a joke, just trying to hold onto funds as long as they can

Awful company. DO NOT PLACE YOUR PENSION WITH CREATIVE PENSION TRUST! They don't contact you, don't let you access your account. Been trying to access my account since August 2024, and they continue to refuse me help to reset my login details. This company shouldn't be allowed to manage peoples pensions. Desperate to pull my money out and transfer to a new provider. One of the worst companies I've ever had the misfortune of dealing with.

Been unable to get through to anyone. Been on hold twice for half hour. Seems to be a company that promised a service for employers based on employees. Unable to deliver. A bubble company.

Been trying to transfer my pension since November and its been nothing but hassle. Impossible to get hold of anyone to speak too. Joke of a company, avoid at all costs.

Shambles of a company. Have two separate pensions with them from different times. Trying to consolidate them which they said would be no problem when I rang but nothing since has happened. That was four months ago. They won’t now answer the phones and sent an email to which an automated response came back say it is up to twelve weeks for a reply. Cannot get in touch at all

Horrific pension company, why anyone would use them is beyond me especially given the reviews on here. Been unable to access my account for 1.5 years as the portal can't recognise an account is registered with my personal details, however I have been paying into my pension. I have emailed them numerous times with no response, tried calling and been in the queue for 2 hours and not been able to get through. Seems as though I have possibly been paying into a pension with no account being present - sounds like one for the pension regulator.

I opted out of their auto enroll pension scheme and wanted a refund. Creative claim I opted out too late so no refund is due. They claim they emailed be to give me time to opt out but either they didn't or my spam folder ate the emails. They took 6 weeks for their complaints department to finally decide that they are right and I'm wrong but I've been arguing with them for 3 months in total. All this trouble over less than £100 in contributions. Avoid, go to literally any other provider

I can honestly confirm this is the worst experience in over 30 years professional procurement and supply chain dealing with hundreds if not thousands of suppliers! Inaccurate information provided to employers/ lack of support/ response or feedback. No answer to support calls repeatedly with over 1 hour wait time and no call back despite this being an option on their telephone service. Never addresses the issues or formal complaints. Please read reviews before dealing with this company!

Absolutely shocking customer service. Have waited 2 months after 8-10 emails asking for them to send me a new login link. Despite calling and emailing they never get anything done. Avoid like the plague.