Nest Pensions Reviews 15,360

Unable to access information my pension dashboard online.Phoned to report it and sent screenshot s to them as requested.You will hear from us in 7 working days they said .No one phoned.Got an email saying problem was resolved ( it wasn't) Phoned them to say so,had to explain the whole situation once again like they knew nothing about it.Asked to speak to a supervisor or manager .No one was available but someone will call you in 4 to 24 hours they told me (they didn't )
This morning got another email to say my issue was now resolved( it isn't)
Have put in a complaint but not hold much hope at this point.Will consider transferring to another provider as the customer service is extremely poor in my experience.Nobody seems able to take any responsibility.
Update, 20 hours after posting this review they ( Nest)requested further information from me on this platform and said they would get back to me " in 3 working days" No phone direct phone call to me.What concerns me is if I die before my wife she will get the same run a round customer service I have received trying to access my funds. Will have to consider transferring to another provider who has a better customer focused view.Very frustrating and disappointing.
Further update- put a formal complaint in and 48 hrs later got an email saying thank you for withdrawing your complaint ( I hadn't)
Unbelievable!

I honestly could not leave a lower review if I tried.

This entire experience has been exhausting, stressful, disorganised, and completely lacking in empathy from start to finish. What makes it even worse is that this was all on behalf of my mother, who is of retirement age and simply wanted access to her own pension funds. A process we were told would take around two weeks dragged on for more than eight weeks, with constant chasing, little to no meaningful communication, and absolutely no sense that anyone genuinely cared about the impact this was having on her.

Had my mother been dealing with this alone, I genuinely believe it would have been near impossible for her to navigate. The lack of structure, accountability, and communication was staggering. Calls led nowhere, updates were vague or non-existent, and every interaction felt like we were being treated as an inconvenience rather than customers dealing with something deeply important and personal.

What became painfully clear throughout this process is that customer wellbeing means absolutely nothing here. There was no empathy, no urgency, no ownership, and no understanding whatsoever of the stress they were causing. As long as they can argue that they technically haven’t breached a guideline or internal timeframe in some small-print procedural sense, they simply do not care about the human impact of their failures.

The emotional strain this caused my mother was immense. Retirement should not involve weeks upon weeks of uncertainty, anxiety, and feeling powerless while trying to access your own money. Watching her worry while being repeatedly left without answers was infuriating.

Even after raising a formal complaint, the response was dismissive and defensive. Rather than acknowledging the distress and unacceptable handling of the situation, they chose to minimise it and suggest the complaint lacked substance. That response alone tells you everything you need to know about this company and its attitude towards the people it is supposed to support.

I would strongly urge absolutely anyone considering using this pension provider to think very carefully before doing so. There are countless alternatives out there, and I would recommend going to literally ANY OTHER pension provider before trusting this company with something as important as your retirement savings.

Truly one of the worst customer experiences I have ever encountered.

I have always had positive responses and support from Nest

Still waiting for my pension to be released since starting the process on 25th March, they have been sending all letters to old address, despite reading off my new address every time I called. Only found this out when recorded letter tracking number was sent and I tracked it myself and the address was the old one.... Absolutely shocking customer service.

I wanted to consolidate my pensions. The process was easy to follow, any problems there was help at hand if needed. So much better now all pensions are in one place.
Thank you Pension Team .

Everything was relatively straight forward and easy to do with regard to transferring a pension balance from one company to nest all done online

Website is user friendly and easy to navigate to find what you want, also transferring from other pensions to here was very simple and straight forward.

I recently transferred a few pensions into my Nest, something I'd been wanting to do for a long time but kept putting off as I thought it would be a long and hard process. However after logging on to my online account I found that it was literally a very simple process. I was kept informed of each step and was all done in a few weeks.

Well, where do I start. Fund performance. Ok I guess, but I haven't really had anything to compare it with.

But everything else, oh my god, how bad could you be and still be an operational business. Total inability to give you information when requested even after months of clarifying what I wanted to know they still got it wrong. All I wanted was an indication based on current pot value, but apparently they actually can't do that. Weird how every other pension provider can. But hey ho.

When moving another pension into Nest. I had to do all the running around even though I'd already filled in all their forms.

Transferring my money out to another provider so I could get an actual pension. Total farce, kept sending me form after form after form. Two versions. One that specifically said 'do not use this form if transferring your pension to purchase an annuity from another provider' which is what I wanted to do. When I queried why they'd sent me it they said THAT was the one I had to fill in. The other one which was all about proving who I was I was told to ignore.

After receiving that multiple times and constantly asking why they kept sending me it when I'd been told to ignore it, it turned out I had to fill that in as well. This requires someone else to verify that your passport or driving license etc is a true copy. BUT what they don't tell you is that if you just scan it yourself and send it in via the secure messaging system you don't need to go through all that. If they'd told me that in the first place that would have saved me weeks in bouncing back and forth.

Communication is extremely poor, it's almost as if all the office staff are on work experience with no-one with any knowledge actually guiding them.

So eventually you raise a complaint on the complaints system. Ok you can do that. They can then reply, but there's no way you can then continue and send a further reply as there's a massive bug in their system. I told them about this for at least FIVE MONTHS after trying multiple browsers on multiple operating systems on multiple computers and ok yes I got a paltry £150 compensation for the inconvenience, but have they fixed it. Well your guess is as good as mine.

I would STRONGLY recommend going elsewhere.

Stress free at the comfort of my home. No calling and explanations. Just filled up a form.

Nest’s online account made it easy to track the progress of each transfer. I could see which pots were pending, which were in progress, and which had completed. This transparency gave me confidence that things were moving along, even when the external providers were taking their time.

Everything is good

It was so simple to do. All I had to do was find the pension and the policy number.

Followed the simple instructions and was done in no time.

Great thanks. I'm happy.

You didn't bother my head. You just did your job I asked about.

I originally completed the transfer form online. The form was easy enough to complete. Unfortunately when I went to submit it this is when the problems started.
I tried this several times each time having to complete the form again and not able to submit.
I did telephone Nest and they sent me the form through the post to complete.
The team were helpful and my transfer went through.
I hope they have resolved the online transfer request form now. What should have taken me a few minutes actually took several months.

Give them my information and they done the rest

So easy to top up just follow the steps given. Makes a change for things to be easy.

Quick, painless and very easy. Nest kept me informed all through the process. Pity I cannot say the same about the other company. Thank you Nest.