Cushon Omdömen 1 936

You tracked my lost pension in a record time.

I had company pensions with this company, I only moved because of consolidation. App was easy to use and was always kept informed by emails of any changes on my accounts. I would recommend NatWest to anyone no issues whatsoever.

Support is shocking!!

Been trying to take out my little bit of savings from an ISA because I wasn’t happy with the support for three weeks and no luck.

If you going to keep people’s money safe then they need to feel it’s safe with you, not stolen.

I have been trying to transfer out my pension with no success for over 9 months. No communication since it was re-submitted in July. Request only acknowledged on September 24th and no communication since then. Going to the ombudsman if I don't receive a reply very soon.

Absolute terrible app & support! I would award NO stars if possible!! The app works ok until you try to take out a ‘small sum’ then it goes awful & ensures you run out of time to withdraw with an operative telling you that you’re best opting out completely to get your money back only to find you have’ gone past your refundable date’ Absolute robbery from a ‘major bank’ !!!!!!!!!!

I did decide to opt out due to my age and other pension plans I have.
Very helpful, and easy to opt out on the App.

I have to be honest and say from the outset, I never really thought about retirement until recently. My employer on my behalf contributes to NatWest Cushon and when I noticed the funds growing I decided to contact NatWest to see if it was possible to track down my other pensions from previous employers. I put the request in and got a reply back quickly from a representative and from then on Iris has been fantastic to say the least. Iris helps me locate and then advises me on how to transfer those other pensions into my NatWest Cushon account and I would be lost without her. Iris has now transferred my other pensions for me and I can see what my pension pot currently sits at so I cannot recommend NatWest Cushon highly enough and of course Iris. Many thanks .

Update I have now been contacted by a team member and received the information I requested and needed for competing my transfer. They also recognise, this time their customer service and admin teams both fell below the standard that they set I have gracefully accepted there apology. I would like to thank them for moving swiftly to trying to rectify the issues. 15.13 -20-11-2025

Awful service been trying to transfer in an old pension for over 7 months now. Customer service agents are polite and nice on the phone but nothing gets done. You call up on a Monday and you get no reply or action until Friday. No one seems to take ownership of a problem that needs to be seen through from start to finish. Happily read previous notes on your file but then will pass onto someone else's who will not deal with the issues. Very disorganised. I just want to move an old Tesco pension into my live pot it's under 30K which should mean a simple process.

Question asked answered in a timely manner with good information

The staff kept me informed regularly with updates every step of the way 10 out of 10 ,thanks

I found it quite hard to navigate the menu. But that said I’m not technically minded so it could be me. ???

New work pension provider. Have tried on 2 occasions to transfer other pensions into my cushon account. Transfer time advertised as 6 weeks taking 4months and current request from beginning of July still ongoing! Different excuses every time I contact them. Endless phone calls to both parties from myself to solve an issue created by Cushon.
My recent transfer failed because cushon received my request beginning of July but didn't apply for the transfer until mid September, meaning that the original value of the full transfer had grown significantly and nowhere near matched the original value of the transfer request. Now, over 4 month after original request they say they received an incorrect reference number and are waiting for new one to be sent. Apparently that rightly or wrongly is my responsibility, would never have known if I hadn't rang them to see what the hold up was.
Summary: - pension doing well.
- Transferring pensions in is a stressful nightmare with no end in site.
- communication non existent.
- prepare to do your own chasing, endless phone calls and emails.
- Hate to think what service would be like if transferring pension out, drawing on my pension at 55, or god forbid if I die in the mean time.
NAT WEST / CUSHON must do better!

I would highly recommend NatWest cushon all the staff are amazing they answer your queries and go the extra mile too help can’t thank them enough

Asked a question and got a perfect answer with precise directions. Could not have asked for more.

Customer service

Matt and Tracy were very helpful and quick to respond to my questions definitely made the experience that bit easier for me to understand and get my inquiry sorted many thanks to you both