Creativepensiontrust Reviews 

Shocking customer service, severe concerns about data protection, and to top it all when my wife died we claimed the pension they held and the amount added up to roughly 260 quid, so this feels like a scam set up.
After processing this claim they are still emailing me asking for my ID to process the claim.

Disgraceful customer service, don't respond to queries. They mispelled my name on there site and impossible to get them to fix it!

Will escalate to ombudsman at this rate!

Terrible customer service, with increasing losses on my account (worse when compared to other products i have).

Truly awful, do not answer phones, no way to transfer out without speaking to them.

They happily take your money but make it impossible to leave. Guess they will have and keep whatever money i have in there forever and just destroy the value.

BAD.

Absolutely appalling customer service. I have lost count of how many emails I have sent & phone calls made where Ive given up waiting after over 1 hour & I have still had no response to trying to get my pot transferred from them. How customers can get hold of their pension money is beyond me. Do not use this pension provider!

One of the worst companies I ever dealt with. On average I have been on hold for almost 2 hours. I am looking to transfer my pension away from this company and have reported them to the financial ombudsman services for unprofessionalism as well.

They have ignored calls and emails from both me and my new pension provider for the last 4 months. I am trying to transfer out my pension from them and have reached out multiple times in different ways. I'm convinced I'll never get my money back. Joke of a company. Don't even deserve one star. DO NOT USE

Rang 2 days 3 hours each day no reply

should be -5 never done anything right, the portal says contact us and then offers options, you choose them and its says you can do them on the portal - you cant.
So you email, emails never replied to, so you call, dont expect an answer I am sure they dont have anyone to take calls

Probably the worst customer experience ever. I've submitted a partial transfer 3 months ago and only now i've received an email asking me to call them, i've tried calling on 3 occasions all for 40+ minutes waiting for someone to pick up and they never do. So now i'm stuck waiting to get in contact with someone to transfer my pension.

I've never had this issue with any other pension provider, it's usually resolved in a couple of weeks.

If you're a company, do NOT use this business. If you're an individual, do not give them a penny!

Would rate them -5 if I could. An utterly pathetic company and I’m almost certain they’re acting illegally in many ways.

In December 2024 I started consolidating a few different pensions into one provider. 3 others facilitated the transfer out within 2 weeks… Creative have still not done anything 5 months later.

They ignore all emails and instructions and they leave you on hold for hours at a time. When I did finally get through to someone in the phone they told me the transfer would be made the next day… but 3 weeks later it hasn’t.

They give the aura of a company about to go bust and are desperate to keep hold of funds however they can.

My advice would be avoid these scam company like the plague

I also would have given a zero but not allowed . No communication at all and waiting for an answer on the phone was just a joke. I have now decided to go to the ombudsman and small claims court . I need my pension for my retirement not my funeral. Don’t bother with this company

Turned 55 in December and I am STILL waiting on a piddly £5k.

Absolutely SHOCKING service and I have recommended my former employers (approx 100 staff) drop them like a hot turd

DO NOT USE THIS DAMN AWFUL COMPANY UNLESS YOU ARE PREPARED TO SPEND HOURS ON HOLD

I submitted the required documents to request my pension a month ago again, as instructed. Since then, I have only received an automatic reply stating that I would be contacted within 10 days, but I have not heard anything further.

I truly do not understand what your intentions are. This is my pension, and I am requesting it because I need it now. Why is there no follow-up?

If the form I submitted was filled out incorrectly or if anything was missing, I would expect to be informed so I could correct and resubmit it. But I have received no communication whatsoever—not even a phone call. I’ve also tried calling, but no one answers.

I find this situation unacceptable and frankly very difficult to understand.

I have been asking this third rate company to transfer my money to a consolidated fund so I can take a lump sum, pay off my mortgage and retire comfortably. I have done the same with other providers (Scottish Widows for example) and it has taken less than 5 working days to complete. This outfit are stringing me along saying it will take 12 weeks . . . when we are in a financial crisis and they know this kind of lead time for simple transfer of funds will cause unnecessary anxiety. They play it to their own advantage and think nothing of their customers. I would have given them 0 stars if that was possible. You cannot get through to them by phone and their online complaints portal is not working properly. An absolutely frustrating experience. I would recommend anyone who is unfortunate enough to work with a company using them to move their funds ASAP and make an alternative arrangement with their employer to use a reputable pension company.

Ok I don't ever write reviews but everything I read others is correct they are worse than awful .As I write this I am on hold 1hr 30 mins so far and can you believe this is bloody normal . I return to work tomorrow and I am having this out with my employer as this this was their choice surely they checked the reviews after all we are always getting pulled on customer reviews ,I am am pretty sure they have a dutie of care to their employees so whilst I blame creative for a s...t service ! Any employer who has put its workers hard earnt money into this circus should hold there head in shame. Rant finished for now!

Joined a company that used Creative Pensions - from both employer and employee side they are providing a poor service.
As an Employer:
Ignored instructions and documentation given for new starters, refused the documentation given to them as it as they say it was sent a day too early, did not tell us this until after 6 months of us chasing them. Charged us extra because they ignored us, we gave in in the end as each phone call takes over 2 hours to contact, and emails are not read.

As an Employee:
Due to problems as an employer, I decided to move away, delays for 2 months confirming they held a pension for me to the new supplier, then a further 2 months on and they will not release my pension to be transferred with no reasoning as to why. Will not respond to emails and the same 2 hours waits on the phone to be told nothing.

This Company has left me on hold for 2 hours and 1/1/2 hours, trying to find out when my pension money would be transferred to me as I have retired. They do not answer the phone and when you are on hold there are no updates when an advisor would speak to you. I am so disheartened by this activity, as I missed the opportunity to get my money into my ISA before 5th April. They are truly awful!

I have bern trying to get in touch with this Company which is Creative pension trust
without any result for months now , I simply wanted to take my pension out in one lump some and was asking for help
and send me the right paper work but never in a million years I thought This company will rob me off my money which I worked very hard for and completely disappear from the surface ,,It is I think a fake company with fake website and fake contact , numbers they have appear to be an eyewash , I was put on HOLD for hrs on every single number, sent quite a few E nails , not a single one was replied - just an auto generated ones , These people are no less than fraudster, I shall stoop as low as calling them thieves cos no way we the unfortunate members of this foul pension company get our money back , Is there anybody work for Creative ??? Why and how my previous employer chose these Scumbags
to be our pension provider, Is there any law to make them pay and warn other employers not to ruin their employees lives. Please stay away and opt out and keep your money in your pocket, I sincerely hope there will be someone
somewhere in UK take some action and sue this Creative pension trust , Financial ombudsman should be aware this company and punish the people who owns Creative Pension
NA

If I could give 0 I would ! The first I knew I had been opted in to this company was when I had money come out of my wages. I called them to opt out and then said as it was over 30 days since they sent an email to inform me of the sign up they would be keeping that money. I never got the email and they said it was likely it went in to junk (which gets deleted after 30 days). I am now arguing that this was not a sufficient way to inform me but I have had to wait 6 weeks for a generic response basically just saying they don’t care and will be keeping it! Cowboy company.

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!