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Cushon Reviews 1,907

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TrustScore 4.5 out of 5

4.6

Retirement Scheme Provider
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Review summary

Created with AI, based on recent reviews

Looking at 545 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently praise the user-friendly app, highlighting its ease of navigation and the clear overview it provides of their pension information. Many appreciate the seamless process of consolidating multiple pensions into one pot, noting the minimal effort required on their part. The service is often described as excellent, with consumers commending the efficient and straightforward approach to managing their finances. Reviewers also consistently highlight the helpfulness and responsiveness of the staff and customer service, making interactions pleasant and productive. However, some customers reported dissatisfaction with the service, particularly regarding pension transfers, with some experiencing delays of several months. A few people also mentioned issues with the app when attempting to withdraw funds, describing the process as difficult and leading to missed deadlines.

What people talk about most

User experience

Reviewers highlight positive aspects of user experience, with many finding the app and website easy to use,... See more

Service

Customers had positive experiences with service, particularly praising the efficiency and ease of pension... See more

Application

Customers consistently note positive experiences with the app, praising its ease of use and navigation. Many... See more

Customer service

People report positive experiences with customer service. Many customers praise the helpfulness and... See more

Staff

Consumers generally express satisfaction with the staff, highlighting their helpfulness, politeness, and... See more

Reviews shaping this summary

Rated 5 out of 5 stars

We recently changed our workplace pension provider from Nest to Cushon. The process was painless and the implementation team (shout out to Lewis!) was very helpful and quick to respond to any querie... See more

Rated 5 out of 5 stars

First off, the app is easy to navigate. They tracked all my pensions with other company and put them together in one pot. I can also see the estimated amount by the age of 65, which is very much encou... See more

Rated 5 out of 5 stars

A great, helpful and personable company with staff who know the product - which was a breathe of fresh air after the previous provider. It's a big decision to change service both for the company and... See more

Rated 5 out of 5 stars

I have changed jobs a few times and each time I wanted to pull all my pensions together and the transfer process was a nightmare and forms to post and fill out and ids to gather and send off. Just so... See more

Company details

  1. Retirement Scheme Provider
  2. Investment Service

About Cushon

Written by the company

Cushon by WTW

Cushon is a fintech workplace savings and pension business, using its world-leading financial technology to bring innovation to workplace savings to help people get comfortable with saving and investing.

In 2026, Cushon was acquired by WTW. Before then, while it was part of the NatWest Group, it was formerly known as NatWest Cushon.

Contact info

4.6

Excellent

TrustScore 4.5 out of 5

2K reviews

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Rated 5 out of 5 stars

Great way to save

Great way to save. Communication is great and was informed when contributions have been sent each month so you can keep track of how much your saving.

January 8, 2026
Unprompted review
Rated 5 out of 5 stars

Customer Support

Alisha understands Cushon/ Creative products and processes extremely well and uses clear written and verbal to explain the requirements.

We were adding salary exchange to an existing scheme and she fully was able to implement professionally and quickly making the process easy.

November 11, 2025
Unprompted review
Rated 1 out of 5 stars

Very upset

Very upset , feeling abused . No respect, no understanding , because my surname not English???? Longer as 2 months company’s staff treat me badly, confusing me every time. Strange, staff can’t make transfer my private fund away. I pay fee and company play up . Very shame on you. Not recommended, if your surname not English ( how I understood from Cushion ) or I didn’t understand at all. Sad .
Regarding your reply- I am not escalating, excuse me , I am a customer. Years been sign off from apps , was not post any information regarding my funds , over 2 months begging transfer my funds away.
Another copy- paste email was received, but I have many of them already.

December 29, 2025
Unprompted review
Cushon logo

Reply from Cushon

Dear Rimute,

We are very sorry to hear your frustration about the experience; it is not the service we aim to provide, and please rest assured we treat all customers with the utmost respect.

This has been escalated internally and by now you should have received an email from our team detailing what caused this and how we may help you resolve it.

Thank you for bringing this to our attention and for taking the time to leave a review.

Best regards,
Team NatWest Cushon

Rated 5 out of 5 stars

Pension Investments

I had company pensions with this company, I only moved because of consolidation. App was easy to use and was always kept informed by emails of any changes on my accounts. I would recommend NatWest to anyone no issues whatsoever.

June 30, 2025
Unprompted review
Rated 1 out of 5 stars

Support is shocking!

Support is shocking!!

Been trying to take out my little bit of savings from an ISA because I wasn’t happy with the support for three weeks and no luck.

If you going to keep people’s money safe then they need to feel it’s safe with you, not stolen.

December 6, 2025
Unprompted review
Cushon logo

Reply from Cushon

Dear Rebecca,

Thank you for bringing this to our attention.

You'll see that our team have requested some additional information so we can find your account, investigate further and get this sorted.

Kind regards,

Team NatWest Cushon

Rated 1 out of 5 stars

Impossible to transfer pension

I have been trying to transfer out my pension with no success for over 9 months. No communication since it was re-submitted in July. Request only acknowledged on September 24th and no communication since then. Going to the ombudsman if I don't receive a reply very soon.

December 4, 2025
Unprompted review
Cushon logo

Reply from Cushon

Dear Jessica,

We are sorry to hear of the difficulties you have experienced; it is not the service we aim to provide. We have escalated the matter internally and a member of our Support team will reach out directly.

Thank you for bringing this to our attention and for taking the time to leave a review.

Best regards,

Team NatWest Cushon

Rated 1 out of 5 stars

Absolute terrible app & support

Absolute terrible app & support! I would award NO stars if possible!! The app works ok until you try to take out a ‘small sum’ then it goes awful & ensures you run out of time to withdraw with an operative telling you that you’re best opting out completely to get your money back only to find you have’ gone past your refundable date’ Absolute robbery from a ‘major bank’ !!!!!!!!!!

November 24, 2025
Unprompted review
Cushon logo

Reply from Cushon

[Edited at 12:33pm on Thu 4th December]

Hello Neil,

Thank you very much for sharing the information we requested. We have let our colleagues on the Support team know and one of them will follow up directly.

Thank you also for taking the time to leave a review.

Best regards,

Team NatWest Cushon
------
Hello Neil,

We are sorry to hear of the difficulties you have experienced with opting out and thank you for bringing this to our attention.

Our team have requested some additional information so we can find your account, investigate further and get this sorted.

Kind regards,

Team NatWest Cushon

Rated 5 out of 5 stars

Opting out

I did decide to opt out due to my age and other pension plans I have.
Very helpful, and easy to opt out on the App.

December 2, 2025
Unprompted review

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