Creativepensiontrust Reviews 

Started a pension transfer in April 2023. The generic email that I sent my documents to advised that I would receive a response in a certain amount of days. By the summer I had not heard anything so contacted the company by phone who advised that my pension would be disinvested within a certain amount of days. This took me to the 25th August. After this date, I noticed that my online portal advised that my benefits had been paid out. I did not think anything else of this until my new provider contacted me in the autumn to advise they still had not received the funds. On Wednesday 29th November I contacted the company to query where the money was and they advised they had disinvested this, but they had yet to transfer it. Ultimately, it was still sat in their bank account. I was told it would be transferred within 14 days. I have given it 21 days and have contacted the company today (20th December) to be advised I am 356th in the queue and will have to wait to work my way up the list for the payment to be made. I could not be fast tracked, nor could they give me a time frame as to when I would be first in the list. Appalled at the level of service received, and how it has taken me 4 months to even make my way to number 356. As a side note, it is very telling that that many people are wishing to transfer their funds out of this scheme. I have raised a complaint today and will give it 8 weeks for an adequate response to be received and if one is not, I shall then be lodging a complaint with the Ombudsmen.

I've been trying to understand why it's taken 2 months to tranfer my pension.

The excuse is "It's on a backlog for the new year"

Keep promising on the next payment run.

This is very serious for a pensions company to actually lie to my current provider.

Where do we start?

Its basically one guy in an office answering the phone, you'll get through to him every time guaranteed!

They will then implement stalling tactics and do whatever they can to stop your pension being transferred to another provider for as long as possible.

Assume they want to keep YOUR money in their bank account for as long as possible so they can make as much interest as possible,

Legal and general transferred my pension within a week to my new provider so its possible,

These jokers took near on 6 months.

Steer clear is the best advice I can give.

Embarrassingly bad and quite possibly criminal. Been waiting for a transfer since May and a phone call from anyone in authority for weeks.

Rubbish communication waited a month after receiving an email telling me ,my request passed to TEAM then nothing chased again to be told they had no record of request to cash in pension ,eventually sent out forms ,again nothing ,no communication, still chasing to get my pension . Avoid them going to look into the body that governs these people to complain .

Appalling service! My emails go unanswered, I'm constantly shuffled between departments, and they fail to perform basic pension services. I've been trying to transfer funds from another account and have waited months for them to invest my money. Each time I call, no one provides a clear answer as to why the investment hasn't occurred, and my concerns are merely forwarded to senior team members who never respond. It feels like I'm trapped in a never-ending Groundhog Day cycle, repeating the same actions weekly with no resolution.

I submitted a transfer out for a claim of my pension pot scheme having left my former employer for over two and half years ago. Since then NEVER heard from the CREATIVE PENSION TRUST. They DO NOT respond to any correspondence nor reply my mails or even write to confirm receipt or acknowledge all correspondence sent to them.

In all my 40 years working I have NEVER heard or SEEN a very dishonest PENSION SCHEME company like this one that called themselves CREATIVE PENSION TRUST. They are pure evil genius!

As it is now I have been totally ignored, discovered that they never invested my contributions and now they are NOT willing to pay me my money!

They are SCAM!!!!

Tried to access the money from my pension at aged 60, its been 4 months now and not seen a penny, plenty of excuses and promises and admission of failure but no money, DO NOT GIVE THIS TRUST ANY MONEY AS YOU WILL NEVER SEE IT AGAIN

Been in touch lots of times and they have now started to ignore me, they said I could have my money back but then just started to ignore everything I did to get in touch

Absolutely diabolical. You can never get in touch with anyone. They never respond to messages. If you get through on the phone they transfer you because they don't have access to the accounts but the number they transfer you to is the options routine again.
My pension had been making a loss for two years, no one is managing this. I opted out of their plan and chose my own funds which started doing well. I checked two months later and they had put me back on their plan which was perfroming at -7.4%. No one will respond as to how or why they did this.
I have also had two small funds from other pots in a state of transferring for over a year. Again, you cannot contact anyone to ask why. Avoid these at all costs.
I am in the process of making official complaints to the ombudsman.

Currently engaged with this service through my employer and they're quite frankly useless!

Trying to track, trace and, transfer through these is onerous at best.

They're lazy and basically want you to do the chasing?!

The service is absolutely ridiculous!! So incompetent!!

Through my previous employer, I've been paying into their pension scheme for over 5 years. When I changed jobs, I wanted to transfer my money out into the pension scheme of my new employer (which has better conditions). For 2.5 years I've been trying to achieve this! My new pension scheme usually handles this but after countless emails and registered letters, they've given up and I've been trying (more emails and calls) to get this done. Such a futile struggle - I wonder if they've 'lost' my money? I've asked for it to be escalated, and each time I receive a message that it will be handled as a matter of urgency. Then again nothing for many weeks. I'd avoid, if you have a choice! Awful (as in non-existent) customer service.

This company is dishonest. Do NOT trust them with your money. My transfer out has been going on for months and the money was disinvested over a month ago so it is sitting in their own account making interest for them but they can't transfer it to my new provider due to 'staffing issues'. They say it may be another 2 weeks which coincidentally is what they said 3 weeks ago.

Also, don't expect a response to any of your enquiries. Their customer service is non-existent.

Update: They are still holding my money which has now been disinvested for 6 weeks. My enquiries get passed on to the transfer department who never respond. This company should not be in business.

I am shocked that this company is still allowed to trade!

It has been over 9 months and I have not been able to get through to anyone at CPT.

9 months of chasing for my pension to be transferred. AVOID AT ALL COSTS

Their lack of communication is quite something. Despite a 5 month wait for an answer and numerous chases I have got absolutely nowhere! I am not one to leave reviews but I am so surprised this company is still able to exist I want to warn people if you have a choice do not trust creativepensiontrust!

No words to describe how bad this company is. I don't have the energy to actually write everything but just know, avoid avoid avoid!!!!! I actually can't understand how a company this poor, inadequate and incapable are able to operate and not be investigated or stopped. Thanks for nothing creative. Hope you enjoy my pension you stole from me.

Oh where do i start. First the kind of good. I worked for a company who had not paid pension contributions. The compliance team at Creative along with the Pension Regulator sorted that so my money went into the pot.

Now it gets bad: I hold my pension pots in one place so I asked that company to contact Creative and move my pension from them into the main pot. This is done by a scheme called Origo and was easy with all the other providers. I wrote to Creative 3 times and my pension pot wrote to them twice over the period of 2 months - we were ignored.

I then decided to take the money out of there. Took me 3 attempts to get the initial paperwork. Filled that in and sent it off via their email address. So far ok. They then send the documents I need to sign by email and post. OK

I fill them in and send back to the same email address I have been using. My email is rejected. Maybe my attachment was too large so I compress to less than 1MB, try 10 times from various email addresses. Still a fatal error on their part.

I then email with no attachments asking for a new email address - still a fatal error via email on their part.

I go back into my account to find that there is a message that my benefits have been paid out...TO WHO AND HOW...they have none of my details as you can't send them over to them.

Suffice to say I have been onto their compliance team and tomorrow morning it is off again to the Pension Regulator.

Absolutely shocking - move any money you have with these people

Don't pay out stay well away if you get opt in a pension opt out straight away

Creative Benefits Pension
Approximately 3 years ago, the company which I recently retired from changed the pension scheme from another well-established company to Creative Benefits. Luckily, I kept the funds in the original pension fund. My employer made monthly payments (both employers and employees) into the fund that had been set up with creative.

Towards the end of my employment, prior to retirement, I contacted Creative Benefits to talk about my intentions following my retirement. After a long conversation, I was advised that I would need to complete a series of forms, which arrived a few weeks later just before I was due to go on holiday. On my return I completed the forms and posted them to Creative Benefit’s Liverpool address. After five weeks, I contacted Creative Benefits, basically to enquire what they had put in hand. Only to be told they allegedly never received the completed forms. I couldn’t understand why they hadn’t contacted me to ask where the forms were. I subsequently learnt that customer service was definitely not one of their strong points. Anyway, they resent the forms, which I again completed and returned to the same Liverpool address but this time by special delivery. I confirmed my action and contact them to ensure that they had received them, and then nothing from them for a few weeks, until I chased them.

Following my retirement, I initially emailed them confirming that I wished to withdraw the tax-free lump sum and then late on a Friday afternoon, I received an email advising that I was still an active member, i.e., still making payments into the retirement fund. I then contacted them by phone and after a while was put through to someone who advised that, after answering many questions, they would amend their records to show that I was no longer an active member, but a retiree, which allowed them to process the payment of the tax-free lump sum.

At the end of that week, again late on a Friday afternoon, I received another email stating that they could not process this payment as I was still an active member, contrary to their previous phone advice that it would be processed and that I had previously sent them a copy of my P45, which I thought would be proof that I was no longer an employee. I had to contact my former employee who again provided confirmation that I had left employment.

The above is a precis of what happened, but it does demonstrate that Creative Benefits are poorly organised and from their actions (or inactions) seem not to want to provide exceptional customer service (or even just good service). Based upon my experience, I would recommend that others should seriously think twice before entering into any sort of business with them