now:pensions Avis 1 294

I’ve been working with our contact, Ross Martin at NOW Pensions for the past couple of years, and more recently while setting up a new pension scheme. His support has been absolutely outstanding.

He’s incredibly knowledgeable and always explains things clearly, even when the queries are quite complex. What really stands out is how far he’s willing to go to help—he actually took the time to call me while he was on annual leave to help resolve a difficult issue, which says a lot about his commitment.

Ross is always patient, approachable, and genuinely cheerful, no matter how tricky things get. That makes a huge difference when you’re dealing with something as important (and sometimes confusing) as pensions.

He’s a real asset to NOW Pensions, and I wouldn’t hesitate to recommend both him and the company based on the support I’ve received.

I have never written a bad review and hopefully this will go some way towards the disgrace i have for this company.
Not only did i need to write a formal complaint whilst they took their time to issue my pension, their response was insufficient. Now 4 months after the pension was paid, through chasing them i have now found out on my own, my original documents have been lost. There has been no compassion from them and even though i am informed that i will receive a call back on several occasions, it never happens. My personal data is somewhere and possibly being used by another. I have called ICO and the ombudsman and taken advice.
My comments here are to recommend that nobody puts themselves through this, DO NOT USE NOW Pensions. I have four pensions and have not had any issues with any of the others. NOW PENSIONS do not care for the regular public, their processes are insufficient and do not even bother to report such data breaches to the ICO.
Claire Dowler

I received fantastic support from Ross this morning. Ross took the time to explain things to me and how the process worked in a way that I could understand and I came off the call actually knowing what I needed to do next but also confident knowing if I got stuck again I could also just pick up the phone and ask.
Thank you Ross

I wanted to transfer my pension from Now Pensions (a pension provider from my previous employment) to my current pension provider.
I followed all the instructions they provided, filled out the appropriate forms etc.
I was then told they needed more information from me which I provided. I also contacted my existing pension provider on their instruction as they also needed to fill out a form.
Now Pensions then messaged to say they still needed more information and I contacted my current pension provider about this. They did not really understand why so many forms had to filled out as they said a pension transfer is normally a swift process. However, they did say they will check they have carried out all their necessary paperwork and confirm once done.
They sent me an email to say they have completed all the necessary paperwork and to let Now Pensions know this. I did this and requested confirmation.
Following this I heard nothing from Now Pensions. My current pension provider asked me if I had heard from them (as they had also chased them), they said they would have to close down 'my case' if there was no further movement from them.
I have chased Now Pensions several times with no response.
The current status is I have still have my pension contributions from my previous employment with Now Pensions that I am unable to transfer to my current pension provider despite following all the instructions. The whole process has been going on since January this year and they have made this a totally arduous experience.

I raised a complaint due to confusion caused by wording provided when I tried to transfer my previous pension out. I was assisted by Holly who looked into my issue and quickly provided me a clear, concise explanation, as well as acknowledging the confusion I had experienced. I was treated with respect all the way through my complaint, Holly provided great service and is an asset to the business.

This is an awful company to deal with. I lost my Husband in Dec 2025 and have been trying since Jan to get his pension paid back, the level of customer service has been shocking. Only once have I heard sorry for your loss whilst speaking to them and each time I ring I have to explain it all again and I have had ti ring a number of times and it is still not resolved the paperwork is sent in dribs and drabs instead of sending it all together especially under the circumstances. Being bereaved is hard enough without dealing with this. I have sent all the necessary paperwork yet this morning I received an email to say I need to send it. I am very unhappy with this company and I feel that there should be some retraining when it comes to dealing with people who are grieving.

Poor experience. I am not alone looking at poor overall reviews of Now Pensions. I decided to withdraw my small pension and wanted the payment processed in the current tax year. At no point during the online process did it mention I was too late for the current year. It was all vague, "about 5/7 days" then an update "a few days" I assumed 9 working days ..based on the admittedly vague information quoted would be sufficient. It wasn't. It took 4 days to even disinvest. then after they received my funds, they took another 4 days to action the payment to me. This means it fell into the next tax year. As a financial company dealing with payments that affect people tax, clear timescales about how long the process would take should have been been quoted. Poor service, as in my opinion the I was not given the proper information I required to withdraw my pension.

I have a small pension with now through employer, I have been trying to withdrawer since early march, had same problem as most, sent documents as address changed, this part went well but to get my money all correct docs sent 12/3 but I am still waiting, I spoke to 3 members of their staff all who were excellent helped as best they could needlessly to say I am still waiting. emails are all generic, phone calls costly!

Holly solved my question in one email! Thank you.

Thanks for working on my behalf quite quick, but still got some outstanding

The best experience

STAY AWAY, DO NOT INVEST, YOU WILL NEVER GET YOUR MONEY BACK!!!!! Despite alleged claims of investing thousands of pounds for hundreds of customers successfully, I know of ten former work colleagues who are experiencing the same issues as myself. This is my second review on trust pilot about this RUBBISH company. Since my last review I received a message and link via trust pilot with a "direct" email address. A first in five years of trying. After another five emails and two registered posting from myself, 4 months later I am no nearer getting my money back. In short, I live in Spain and was placed in their pension scheme by an English employer and notufied after the cooling off period. My employer was not a trained pension advisor for Now Pensions and did not advise me of the problems I would have getting my money back. You have to hold a British bank account. Through my emails and registered post, I advised them of this, supplied all the information requested and confirmation of my wifes UK bank. FOUR MONTHS down the line and they haven't even responded. Customer service line in none existent and obviously they are not responsible nor professional to answer emails. I think the financial onbudsmens need to know more of this companies DISGUSTING attitude towards its investors.

Very quick service, it’s excellent thank you. Xx

I told them I wanted to recieive pension 31/3/2026. 4/3/2026 received message saying that after I supplied info they would take 'about 15 days to payout'. told them by webchat to payout. 20 days later they hadnt 'approved disinvest' and said after that it was 7 days to payout after that. I was told to wait, with no date estimate available.

Made moving my pension across fast and simple. Easily done in the app. They handled everything. All I did was click a few buttons. Much appreciated!

Really good service and pulled my pensions into one pot which was hassle free.

They keep telling me by email they need more information. They have ALL the information they do not need anything else. It's even been posted by registered post.

I've already told them I want all my pension given back to me as I've now reached state retirement age. It is only a small amount, but it's mine and I am entitled to it.

I've heard nothing! How do I proceed? Is there an ombudsman to complain to.

JustShocking, shocking and shocking. Requesting 3rd time for the same document's to prove address and name. All accepted and few days later the same story" we need more info from you" and request for the same information. Customer support - copy-paste. Secured chat - copy-paste. No answer to any questions. AVOID AVOID or move your money to different pension company.
Now u: no! Im not going to give you any of my details to contact! Spend to much time to contact you. Go away from me!
Update: now u reply to my review. Did they read it? NO! What tgey answer is? Provide personal details! What Iwrote in review? You can see above.
So again Shocking terrible response from now pension!