Creativepensiontrust Avis 198

They’re not even worth a one star rating. I have been waiting for the funds in my pension pots since requesting them back in April. Excuse after excuse as to why they haven’t processed my request and now they’ve been taken over by Cushon there’s a blackout till the 6th of July, where it will take at least another 15 working days to process. Luckily I’m not reliant on this money, but the whole experience has been shocking with the absolute minimum. Let’s hope Cushon are better, but I would advise you double check your contact detail for all your pensions, some of mine were 10 years out of date and act early.

If I could have a zero star this company would get it. I was enrolled by previous company I worked for and when I contacted I had to do all paperwork for creative as they had my address wrong,national insurance wrong,date of birth wrong.i had to send proof. Then I waited for 3 months and heard nothing about me leaving. I rang them and was told I need to send my national insurance,date of birth proof. By now I lost it and said id sent then amazingly they found it,then sent paper work to leave,i sent it via email immediately.i contacted back in may as it was 2 months and they hadn't received my forms so I gave date when sent and then I told the young lad im taking to solicitors but also I sent a email to creative saying what Terrible service I received,it's 4 weeks later and still waiting for my money and i have been told should be with me in middle of July.What 5 months to get my money.
DO NOT TOUCH THIS COMPANY

CUSHON MASTER TRUST CREATIVE PENSION TRUST.

Just keeping you all upto date. I now have the 2 voice calls with the represtative clearly stating I was allowed my full pension taxfree if I sent the proof off disability which I did. The paperwork made no mention off only having 12 months to live. You would never send a member paperwork ro complete by your Doctor or other persons ie:like me Neuroligist if they were dying. Its an absolute cop out. They were I was aware I needed my money to keep my home. But now had to sell it. It is now under investigation with Pension Ousbusmans. Will let you all know the outcome

Are we your servants?

I understand being automatically enrolled into a pension scheme, but why make it so difficult to leave?

Your website says:

"This service is not supported by Internet Explorer 11 or below. If you are using an unsupported browser, please use an alternative device. This form is supported by cookies – if it does not load, please accept cookies using the icon on the bottom-left hand side of the page."

I don't want to be in the scheme. Why should I have to deal with browser issues or accept cookies just to opt out? It doesn't work properly on my phone either.

Opting out is a legal right. It should be simple and easy.
I hope The Pensions Regulator looks into whether this opt-out process is fair and accessible for members.

then:

On 5 June 2026, I received an email confirming that I had been enrolled into Creative Pension Trust with effect from 1 May 2026.

On 6 June 2026, I attempted to opt out through the pension provider's website within the opt-out period.

On 8 June 2026, Creative Pension Trust informed me that they could not locate any record for me on their system using my name, National Insurance number, date of birth, or the details provided in my opt-out request. I confirmed that all information I had provided was correct.

However, on 10 June 2026, I received my payslip and discovered that £86.96 had been deducted from my salary under "Creative Pension Trust".

I find it difficult to understand how a pension deduction could be made in connection with Creative Pension Trust when I was repeatedly informed that no record of me existed on their system.

I am currently seeking a full explanation and resolution of this matter and hope it can be dealt with promptly and transparently.

As said before, one star is to many, well today after five and a half months I finally got my money, without question the worst pension in the country, they should be band, my one piece of advice is DONT USE CREATIVE PENSION TRUST, i had not choice where I worked they put me in, I am saying this now in the hope others see this and avoid them !!!!!

Avoid at all cost it will take over 4 months to access your money. They are very difficult to get hold of by phone and when you do get through you get a different story every time as to when you will receive payment. They do not reply to emails and if you make a complaint their standard response time to reply is stated as 8 weeks. They took my money out of my investment for over a month before they pay it out its modern day robbery and I will be following this with a complaint to the financial services ombudsman.
Its your money invest it elsewhere and hope you get treated fairly.

I have been trying to transfer my pension out of here for 5 months. I had to go through a whole list of really unimportant questions for them to decide if I can transfer my pension, they then granted permission, on their site say it has been transferred when it hasn't and when I call up keep saying it will be on the next transfer list. It has been months.

They will hold on to your money and not let you access it.

The worst pension provider I have ever dealt with. I’ve been trying for years to move my pension and access the pension portal and never receive responses to my emails. Eventually got a response in July 2025 saying they’d be happy to help if I provide a few details, I sent the details and then got ghosted again. As soon as I can get my money out, I will never deal with this company again. AVOID AT ALL COSTS.

Please please nobody get involved with this company, I have been trying to get my pension money for 3 months and all that they keep doing is sending me e-mail after e-mail saying the same thing, that they have now received my application even though i have paperwork stating they got it on 19/11/25 it is just a time wasting procedure and i have been told i must go to the ombudsman to get any
satisfaction

It took them 7 months to transfer my pension to a new provider

Horrible. Avoid these people. Wanted to transfer pension to another provider, called 3 times, emailed multiple times but nothing. Initiated the process with my new provider and it took 4 months and constant hassle. As a comparison , my other pension with another provider was transferred in 3 days.

AVOID THIS COMPANY. Poor service, difficulty in trying to transfer to another pension provider. They need to be investigated by the Ombudsman.
The Board of trustees need to be held accountable.

I have posted sa review and it does not appear in Google as yet.
I am complaing as a Pension Pot holder and as a an employer who administers the funds on behalf of my company memebers.
Thanks,
Pravin

Been trying get my transfer forms off them for well over a month to get my pension what I’ve saved with them transferred. Keep getting stupid reply’s avoiding my queation. Worst company ever

This company should not be allowed to operate. I have been trying to transfer my pension for 6 months and neither myself or my new pension provider are getting any response from them. I've now taken it up with the Pension Ombudsman.

David Cooper (firstname.secondname @ cushon.co.uk) is the Governance Director at Cushon / Creative Pensions. His mobile number is 07824 532061. If you threaten him with the Pension Ombudsman, he begrudgingly moves things forward. It's not quick but it does eventually get handled. Recently received compensation from Creative for a slow pension transfer.

I recommend transfering your pension using another provider e.g Vanguard. This means there is a reliable paper trail.

I do not understand how this company is allowed to operate. I've been trying to transfer my pension out of Creative Pension for over 2 months. I've done all that was requested, answered all their questions via phone and since then they have been completely ghosting me.
How is this possible? How is this company allowed to operate being responsible for people's livelihood and meeting this with so much disregard? I have filed a complaint with the pension ombudsman and still have hopes the matter will be resolved at some point. We will see. Obviously, if I could give 0 stars I would.

I'm not sure I can add anything more except to echo what the previous reviewers have said about this appalling company. Its been 6 weeks since I submitted my claim to withdraw a pension pot and have heard absolutely nothing back despite my many requests for up-date. I am currently preparing a case to go to the Pensions Ombudsman and would strongly advise others in a similar position to do the same. As virtually all the other reviewers have said, keep well away from this shower

They are ignoring my request to transfer my pension for the past few months. I have requested to make a complaint and I am having to wait eight weeks before I can raise it with the relevant ombudsman. I will likely look to go through small claims court for the amount of time it has taken to get my pension transferred.

It will not let me rate this company zero stars. Whatever you, do don’t have a pension with them, if you do please move it to another company asap. Husband has been trying to access his pension since September. Excuse after excuse. Some excuses include, Employer hasn’t given an end date, sent a letter to someone else’s email address, payment letter sent 3 weeks ago, still not received, do not reply to emails from admin account. When you complain about service you have a letter saying they will get back to you in 8 weeks. They Only pay out on 5th and 19th of each month. So unprofessional Ombudsman needs to investigate and fine this company.