now:pensions Omdömen 1 295

I would give it 0 stars if I could. I was locked out of my online pension portal in Q3 2025. I have had no access to it since. And this is despite numerous phone calls towards the end of last year and again this year. Even a call this week has led to nothing. Emails are fairly instant... No. 'NOW'. Nothing. Ironic really. The member support team have essentially just fobbed me off every time. 'We will escalate... we will send you another email with account reset instructions...we will try another email address'. ALL and EVERYTHING they say is rubbish. I would seriously consider looking at putting your pension elsewhere. If your employer uses NOW pensions... opt out where possible and take out a private one. I suspect NOW pensions are actually up to no good... or they are the most incompetent pension provider I have ever come across. JUST DO NOT USE THEM.

*UPDATE* Had a trust pilot response from NOW pensions shortly after submitting this review... you can see this in the reply. I have sent an email already and been given another number to call... which, guess what... asks for a code I have not been sent via email or post. RESEND the code and I will try again for the 100th time!

**UPDATE** I have had another response... another email stating they will be looking into it further. But still no access to my online pension portal has been given.
I am fairly confident they are covering stuff up!

***UPDATE*** 03 FEB 2026. Yet more emails received today stating the exact same thing. I will get an email with instructions on how to unlock my account... which NOW pensions themselves locked many months ago in the first place. I am going to go out on a limb here and guess that email never comes...

****UPDATE**** 19 FEB 2026
The saga continues. A formal complaint has been made. They aim to address within 10 days... what's another 10 days when you have waited MONTHs probably half a year now anyway. But wait... still nothing. No one at NOW pensions can resolve the issue or give me access to my online account. Where is my money?

*****UPDATE***** 27 FEB 2026
NOW pensions complaints team have got back to me! Only after I chased them yesterday...
But...wait for it... I have now been told they have sent me a reactivation email via email. My previous employers work email. Where I have not worked for years. They have my personal email. The saga continues. I have been sent nothing yet they can email me to say they have sent me something... make it make sense. Anyone that uses NOW pensions is a mug. There should not even be a single or 1 star rating to give these incompetent clowns.

******UPDATE****** 09 MAR 2026
I finally received an email without chasing NOW. (I stopped chasing them for a while as I was losing the will to live with how incompetent they are). The email received today stated I was sent something in the post. I was also told they had sent emails in between todays and my previous update... but... wait for it. NONE containing the information I needed to unlock my account. But they assure me they sent it and its an issue with my email settings. So the never ending saga continues. I have been sent nothing and although they can send me emails... they cannot send the information I need to the same email.. make it make sense.
Again ANYONE who chooses or stays with NOW pensions on your head be it. They are fraudsters and cover up and lie about everything. NOT ONCE have they even had the decency to call me...

Great service without any hassle. Great communication through out the transfer. Thank you x

Absolutely Useless And incompetent Been trying for over a year to Consolidate 2 old pensions held by Now. The web site is a doom loop of being sent back to the same page when trying to contact a human.Guess they just want to keep screwing me for 2 lots of fees instead of consolidating them into one. Con men Thieves and Shysters

I am writing this review to share my ongoing experience with Know Pensions.

For ten months, the pension payment owed to me has not been made. During this time, I have sent numerous emails and made weekly phone calls, yet I received neither payment nor a clear explanation. Communication has been extremely poor and unprofessional.

Only after I contacted The Pensions Ombudsman did I finally receive phone calls from the company, promising that my payment would be processed. That promise was made one month ago — and the payment has still not been completed.

This situation has caused unnecessary stress, wasted time, and serious concern about how pension matters are handled. People should not have to chase for months to receive money that rightfully belongs to them.

I hope this review encourages the company to take responsibility and resolve this matter without further delay.

Very smooth

Awful company - no customer service
My account remains locked and I keep receiving letters and emails asking for details - when I provide them I just get the same issue
Was told over phone I would receive a letter with a 6 digit code letting me into my account - this never happened - when I complained again I was hung up on

Scam company - I see from other users they are stealing/not releasing pensions

EDIT - STILL receiving emails - now stating that the form I'm sending is blank. No reply from the mailed form I sent. Customer service close the webchat and no one answering phones. Will now put this though to Obudsmun or court if I have to

I assume it’s a scam as what company writes me a letter asking for an email addresss and NI out the blue for a pension I supposedly hold. I do not hold a pension with you as why would I give you money when your company has the reputation lower than ever seen. Thankfully I have a great pension with a reputable company. I invest money wisely not with some non known company who tries to get me to create an account with personal data. So sad reading the reviews of everyone who is trying to protect themselves and their loved ones and you think it’s ok to keep their money. I believe in karma and anyone who works for you will get it one way or another
Sleep easy

No I won’t be replying with me email addresss and NI so my account can give me a message.

I was sent a message informing me that I had been signed up to the pension scheme, so I immediately contacted them to cancel but thay refused to let me cancel using the excuse it was to early, so I gave it a month and contacted them again and it was to late this time £200 had been stolen out of my wages not money I can afford to lose, thay then sent me a message but it’s impossible to log in. As it was in the first place

This company is absolutely complete rubbish. Their customer service is the worst I have ever come across. They hold my money but won’t transfer it to another pension provider of my choice. I have put in complaint after complaint but no response. I am now taking legal action against them to release my money. Companies etc STAY AWAY from this company.

Account got locked for no reason, telling me I don't match their records. Turned out they changed the wesbite , defo nothing improved. Actually the website worsened. So after logging in I found a document -I saw in 2025- has disappeared from my list of docs. Their answer? we will release statements in february. VERY BAD EXPERIENCE, something here is very dogdy. Please watch continuously every penny you kept with them. I feel super lucky that I only have a small amount with them

It was very quick and easy. Everything was straightforward. I filled in a few details and now pensions did the rest.

My advice to anyone trying to deal with this dreadful company is to avoid at all costs. I'm still fighting to get my pension from them which clearly they have no intention of ever paying out. Further delay tactics again today which is no surprise. If you can save yourselves any of this trauma and misery, please do so.

Good luck trying to access your account. Account was locked for some unknown reason. I've been trying to gain access for 2 months now. I am in my third loop of speaking to them, waiting for the unblock codes, the codes never arrive, call them again and being told to wait for the codes which have been resent. The second time I was told because it's been so long they'll send them out as a priority and it'll take 3 days. That was on the 5th Jan. I still haven't received an email or the mail. I called up again today (19th Jan) and they said it was sent on the 13th so the last support team member lied to me as they waited 8 days to send it. I've now been told that this will all arrive within 2 days. My email and address were all confirmed again but I know these work anyway because when I try to sign in the 2FA codes arrive fine. I am not confident that their systems are actually functioning unless they're purposely trying to stop me accessing my account because I enquired about transferring the money out? Thankfully I still have 33 years left before retirement age so I might be in for a chance to gain access by then. Update 22.1.26: It has now been 3 days since I was told 2 days on the phone and I still haven't received an email or letter. Update 2.2.26 I was told by the customer support team that the technical team would be in touch. It's been a further 7 days since this and still no contact and my account has now been locked since October.

It is Hedge LIE that the pension money are free of taxes. When you became able to get your money, you will realise that only 25% are free of taxes and for the res of 75% you have to pay taxes. Which taxes are most likely to be 40%, depends of the amount of money.
When you count the inflation 5% - 10% per year. So you will receive money for chewing gums only.

This Trust Pilot page makes for depressing but all too familiar reading when it comes to NOW Pensions. The fact that 79% of all reviews are 1 star and arguably below 1 star is disturbing. 79% of 1207 total reviews being 953 1 star reviews.

In reality the comments it attracts from scheme members who describe a lack of annual statements, persistent technical issues and faults with online access to portal, unacceptable delays and obstacles in transfers or receiving/sending death benefits to surviving relatives is quite upsetting to read, but also telling and it's very easy to separate the "Invited" 5 star sycophants from the genuine abysmal 1 star reviews of which there are far more.

I haven't received the minimum statutory requirement of 1 Annual Statement per year for 2 years on the run. After the constant difficulties in actually getting NOW to respond to a complaint made over a month ago are what form a part of a damages figure quoted in the recent Letter Before Claim. At least 1/3 or 33.3% of the total figure sought/assessed relates to adequately compensating me for the unnecessary hurdles and how your delegation policy has been interpreted and or executed has now resulted in unacceptable delays and a total lack of complaint resolution. But I recently in the past day or so discovered that the migration to a new system last year went badly wrong and still isn't fully resolved. I was also unaware of the decision taken by NOW Pensions to scrap previous login credentials and replace them without actually informing members they had done so.

You've brought this pending legal claim against NOW Pensions on yourselves by the awkward and obstructive manner in which you and your colleagues chose to handle the initial complaint last month.

And let's be frank, I've been forced to issue a legal letter threatening legal action for you and your colleagues to simply acknowledge the complaints existence - which I think you will agree is completely unacceptable and shouldn't have been necessary.

For the benefit of whoever answers this review with the generic template ID verification demands, you know where you can stick that and you are already fully aware of who I am and my pending legal action... so tick tock. 8 days left before I sue.

Absolutley awful.
Tried to update my address and new name. Im told i can only do it by filling on correct form. I explained i had no printer can they send a form to me. I was told no i have to print it off. Ive updated two different pensions online with no problem having received a reply from andrea and email address to send details doesnt work. Where do i go now ?

AVOID THIS COMPANY AT ALL COSTS!

The worst experience and this has been going on for years. I received an email today advising me to check my annual statement for a pension I stopped paying into years ago - the reason for that I'll come to, because it's relevant. I tried to login with any details I had, without success. It's like I don't exist on their system. I note they have rebranded as now:u with a new portal but I've had nothing in that respect.

This is the latest in a string of issues. When my then employer first signed us up to NOW for workplace pensions, their admin was terrible. They unenrolled me without warning and the issues became so bad with our HR/payroll teams that they left the scheme. At the time, I transferred out my contributions to date...or so I thought. Years later, I get a statement - out of the blue - showing that I had a small, residual amount that they had been merrily charging me an annual fee for, which was slowly eroding the amount. I lodged a complaint over their poor communications on the matter and - surprise, surprise - it wasn't upheld.

Fast forward a year to today and I get another email. I tried to resolve the issue in webchat, but the agent just referred to me their call centre. Classic, customer-unfriendly move designed to exploit customer inertia.

You're welcome to the money which you earnt through incompetence, rather than honest, efficient service, but you also deserve this 1-star review. Enjoy! You're welcome 🙏

One star is too generous for this company. I have been trying to sort out a pension payout following the death of my sister but 4 months in I feel upset and frustrated that we are no further forward. I am told by one support team worker that all the necessary information has been received only to receive a faceless email a week or two later asking for more information, usually information already provided. I can’t make a complaint as I am not an account holder as this is a bereavement. I genuinely don’t think we will ever receive the money. As a bereavement service this is cruel and shameful. Every contact is a reminder of my sister. No one at the company seems willing to take ownership of the case and certainly I don’t feel that there is any real desire on their behalf to help.
I honestly don’t know what to do so if anyone has any suggestions please say. Other pension companies had a very straightforward process following the bereavement with money paid within 2-4 weeks.
And I note that every review here has received the same response from NOW pensions….

I started the process to withdraw my pension in September 2025. As of today, I still have not received my money.

The service from NOW Pensions has been utterly shocking, diabolical, and completely unprofessional. If you are considering dealing with them, I genuinely wouldn’t wish this experience on my worst enemy. They use every possible delay tactic to avoid paying you your own money.

Their web chat is useless — agents make constant spelling mistakes, repeat the same scripted responses like a broken record, or simply paste information directly from the website without addressing the issue.

Over the past week alone, I have had to call NOW Pensions up to three times a day. During these calls I’ve had agents answer the phone yawning, eating, or sounding completely disengaged. I have never experienced customer service this bad.

I was then told I apparently have another pension account with them — something I was never made aware of and have no details for — and that both accounts must be merged before my pension can be released. I have now submitted three separate merge forms, which they claim are incomplete due to missing previous employer information. This is completely untrue.

Before I even submitted the merge form, they blocked my account for 3 WEEKS. One agent told me this was because the accounts were being merged (how can they be merged without the form?), while another said it was due to “security concerns”. It has been lie after lie after lie.

I raised a formal complaint — don’t bother. No one responded within the required 8-week period. When I finally received a response last week, they claimed they had already sent me a merge form in May, which is absolute nonsense. I did not request to access my pension until September.

I have now been forced to refer this matter to the Pensions Ombudsman, and I am still having to fight daily for money that belongs to me.

I fully expect a generic response saying they are “looking into it”, but they already had 8 weeks and failed to respond. Save yourselves the effort — based on this experience, I genuinely doubt I will ever see my money.

UPDATE 17th JANUARY -
Surprise, surprise they have sent me a merge form for the 5th time, so they have received the form now FOUR TIMES and still no sign of progress or money. Diabolical

Refusing to pay my hard earned pension