Creativepensiontrust Reviews 

Like many others here I want to give Creative Pension Trust a minus figure for their customer service. I have been waiting since January to have my creative pension trust pension transferred to my current employer and it still hasn't happened. I have called many many times and the person on the other end says leave it with us we will resolve it and nothing happens. You ask to speak to a manager and they say that manager's do not talk to customers on the phone, I asked to be transferred to the transfer team and they can't do that. My current pension provider has sent them the information they need twice. I am currently awaiting a call back from someone which I know won't come. I don't know now what to do. Any advice please to know who I can contact regarding this - is there an ombudsman? I am worried that my money isn't safe now

I have had a horrible experience with this company. No difference to the multitude of customers who are leaving reviews. I didn’t choose this company; they were provided by my work place. The level of incompetence is beyond astounding to me. I started a draw down process in May 2025. It is now half way through August and I am still chasing my money. The lack of accountability, and integrity of the information given by their staff is a major violation of the law and FCA standards.
I am also chasing compensation for the complete debacle of customer service and the position they have left me in. I am calling today to insist this money is paid today without fail. I do not expect to have any of their fees to be deducted for a service which is nothing short of highway robbery. I haven’t yet informed my HR department, but that’s second on my agenda today. The Financial Ombudsman will be the 3rd. My advice is to transfer out of this immediately or draw down every penny you have. Go to a provider who will actually ‘provide’ you with a trustworthy process for looking after your money. -5 stars is being over generous in my opinion. They should be struck off with immediate effect. Stay well away.

Appalling...I want to cash my pension in, Today is 14th August 2025. I called and was told they'd send a pack out, it didnt arrive, i called again and they said theyde send another oack out, i asked if they could email it, they say " wish it was that easy" i got the pack, completed it and d returned it recorded delivery, I called after a week, to be told it never arrived. So they EMAILED it, I completed it and sent it back on the same day, iv called every day since May, still waiting, spoke to Ria today who said they can't transfer calls to a manager as they are in Bournemouth and Ria works in Liverpool !! ?2025 and you can't transfer a call to a manager, she said Manager will call me at 12.15 today, GUESS WHAT, yeah they didn't....Stay well away from this so called company, iv made a complaint ready to go to the omnibus, reported to the FCA and Watchdog is next

90 minutes on hold this morning and still no answer - not the first time - cant get any support from business! No service at all!

Never have I come in contact with a diabolical organisation such as this lot.
Waiting close to an hour for the phone to be connected x 6 then to be told they will escalate my query and told an email would be sent back to me same day never happened.
Do yourself a favour and stay away from getting a Pension with this lot they are absolutely dreadful. If I could I wouldn’t give them a star at all.
Rubbish.

Would be -5 if had it worst company ever my father is with them from his employer he is over pension age he has been ill for 18 months so unable work he done the paperwork months ago to take his pension in lump sum all get out of them is they are waiting on admin ….really I have never known it to take so long he needs his money now to try make most of what’s left of his time…..

Truly appalling customer service - they've been ignoring me for months about a very simple request, no matter which way I contact them. I've told them repeatedly that they're holding up my divorce and still they ignore me!

I won't even give a one star for this horrible pension provider. The website is totally useless, they want you to send papers in using royal mail etc. When you're calling there is always a queue plausible awful piano music. Avoid, run this horrible company.

Trying to transfer my pension. So far, waiting for an hour for my call to be answered. My financial adviser has been ignored twice. This is bordering on criminal.

Cant give 0 - over 40 minutes to get a response

Total con artists can’t even transfer the small amount I have with these to a proper pension and impossible to withdraw. No stars really.

They are appalling, lack of contact or sense of urgency.
Cannot get a name of anyone to deal with only generic email addresses to which nobody responds. They just don’t seem to give a damn, I suspect they all work from home and have very little monitoring or supervision. I didn’t choose them my company did but I honestly can’t recommend them to anybody they are a disgrace to the industry.

I paid for pension when I had job for Afew month this year (2025) I did request to cancel it and to get my money back I called hundreds times only once someone picked up the phone I record his voice which he said refund have been done and I’m waiting near 3 month to get my money back , they are scam and they rob me , anyway the best think is go to pension ombudsman and sue them pluse ur them any mentaly damage which I’m on process

I should start by saying it was not my choice to join Creative Pension Trust, they were assigned as the provider of my employer who I have since left.

Since I had an existing pension with a good provider (Hargreaves Lansdown) I’m now in the process of transferring out, but it’s safe to say there is zero urgency or customer care. Firstly I provided my existing pension provider with all of the key details so that they could contact Creative directly and organise the transfer, this was rejected on the basis they couldn’t find my details, despite being given my name, address, policy number and accurate value of the pension.

After providing an official statement Creative have acknowledged the account exists but by their own admission the transfer will take a long time and they haven’t yet given a clear timeline, it could take up to 3 months.

Creative pension trust are a joke, it’s clear they exist to tick a box as a recognised provider of workplace pension scheme and run this on an inadequate budget, most likely to squeeze or profit out at the expense of any customer service.

You would have to be out of your mind to choose them and any employer who assigns them hasn’t done any due diligence, just look at their trust pilot score!!

Like many here I only gave 1 star because I cannot give lower.
Terrible service, nobody answers the phone. I have made 2 formal complaints both have been upheld and I have received £250 each time plus an additional sum paid into my pension.
Just had to make my third complaint because the tax free lump sum has not arrived that I requested 3 weeks ago.
The aim of governments is to encourage pension planning and savings, Creative Pension Trust generate a complete lack of faith in doing so and should be closed down in my opinion - that's if they do not go out of business first.

I started my withdrawal begin of June - Then I had to wait on the phone because they never got back to me - went on their portal - which said was in progress 80% completed - they sent me forms - which have been completed but when you send them an email no one replies and now again waiting on the phone - this is money I require NOW

Terrible pension. Don't use this company. They don't have any customer service, I've contacted them 5-times about a simple issue and never even had a reply. I've requested to transfer my pension to a new provider and they haven't processed the request for 2-months.

Surely this setup is illegal?
Impossible to get hold of in any way, quite obviously hanging on to peoples money for as long as possible to accrue the interest for themselves or they’ve lost it, the minute I declared I wanted to leave the scheme my pension pot dropped by £500 due to “charges” but no explanation what these charges are? My pot is now worth less than what’s been paid in which includes a transfer from a previous pension, how can that be when interest rates have been the highest for years? I thought there was regulations brought in to stop this sort of thing happening? member portal is a complete waste of time, how can a company take your money and then totally refuse to correspond with you when you want to withdraw it, after multiple emails and unanswered phone calls, I fear my money has gone, you can only assume this is down to very poor investment or it’s a scam?
Reading through all the reviews of this Micky mouse company, I wonder if anyone has actually been able to get their money back or do they owe millions that they haven’t got?
Others have mentioned that the customer service is terrible, I’m now convinced they don’t employ anyone to answer the phone or reply to emails, is this just a handful of people sat on computers reaping large sums of money from a very lucrative scam?
I’ve reported the company to the FCA, be interesting to see what they come back with as I’m surely not the only one to report them.

Why is this company not being held accountable for their awful customer service? They have our money but you can never get in touch with them - it's outrageous. I understand that Creative Pension Trust is now owned by Cushon Group, Cushon acquired Creative Pension Trust in January 2022. Cushon is majority owned by NatWest Group. CPT response times, lack of customer service is totally unacceptable, especially as they are ultimately majority owned by NatWest.

I waited for over a month to be able to login to my account!

This has to be the worst customer experience I have ever experienced.