Creativepensiontrust Omdömen 

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

Awful company and losing money in huge amounts, poor customer service and do not get back to you when you leave a message, still trying to get my money back after months, and had to be very firm with my employer who was very reluctant to stop giving them money

Transfer out not completed from reques in June. Spoken to Cs, advised a fee of £1.50 was holding up the transfer- no contact at all from Creatuve Pension to myself or the new provider. Advised another 6 weeks to complete. Breaching regulations!

If i could leave a minus i would,They are the worst financial company I've ever dealt with in my life.I have spent the last 6 months just trying to access my pension.i get acknowledgement of my email then nothing.i had a pension with them through my employer which they split into 2 different pensions,which then took 2 months to consolidate back into one. AVOID at all cost.

Trying to transfer out and theyvare holding my money! Customer service line always busy

My past employer terminated my contract in March this year. I am still waiting to be paid the value of my crystalized pension contributions.

They are HUGELY inefficient - written correspondence sent 2nd class, with several letters taking over 2 weeks to be delivered.

Awful pension fund administrator - appears to run its business on a shoe string!

Awful pension provider!!! I requested my two pension pots with creative to be transferred to scotish widows on the 11/04/23. Today is the 02/07/23 and I haven’t heard anything back i have called and complained many times which either the complaint magically doesn’t get registered or i hear nothing back. My funds was disinvested late April an since that time they haven’t spoken to Scottish widows or sold my funds to them. Everytime i call I’m told one lie or another. Its an absolutely shocking pension provider to say the least. I have now took my complaint upto the financial ombudsman service to have this resolved as cleary these people are breaking every rule they can think off. Be aware if you have a pension with these people.

Absolutely rubbish, trying to get my pension , never answer emails or return calls ,

i requested information regarding my pension 24 days ago and you still havent resonded ,terrible service

Avoid!

Never pick up the phone and take forever to get back to you. Line has cut off several times while on a call and they dont call back but make you queue again for ages. Their funds suck with very poor performance and high fees.

Just plain rubbish! I bet they only get business as it’s a cheap option for employers.

My wife had her workplace pension placed with Creative Pension Trust, She received a letter in early January saying ‘as she was approaching her chosen retirement age, she needed to decide what she wanted to do with her pension pot’.
The decision was made, and subsequent forms filled in and was told payment will be made on 5th March. Unfortunately, everything went downhill from then on. Not answering emails, when you could get through and speak to someone on the phone the sounded like a teenager. Eventually the lumpsum was paid on the 5th of June, just glad the pain of dealing with this company is over. Totally unprofessional, not fit for purpose. They really need to be investigated by the regulator and exposed by the BBC moneybox program.
If any company is thinking use Creative Pension Trust DON’T. Avoid like the plague!

Please avoid. I moved my company pension to this company and it was the worst mistake I made, continuous issues and when we closed our account, many of my employees waited months to take their funds to be transferred. We moved to Penfold and I’m pleased to say the difference is positively noticeable and i only wished I never used Creative in the first place.

Absolutely shocking. Couldn't use or upload so cancelled before my first month. They said they wouldn't charge me for the month - they did.

I've been using another provider from month 1 and Creative Pension Trust have just reported me to the pensions regulator for non-compliance.

Terrible company with some serious flaws in their processes that lead to unnecessary workload for people using them.

Avoid.

I've been trying to withdraw my pension since Feb 23.The 1st posted document they lost, the 2nd sent recorded delivery but couldn't confirm they had received them. Now they are saying there a missing employer contributions and can't proceed. Communication from them is nil.Ombudsman next.

I have been waiting 4 months for my money, they never answer my phone calls. Don't respond to emails. I have sent all correct information .they say they will respond within 10 working days,no they don't. Don't use them.

This is the second time I have tried to withdraw my money from this pension and, as before, it is an absolute nightmare! They delay and delay and delay and throw all sorts of unreasonable obstacles or reasons not to pat out. I have provided them with all documentation by recorded delivery and should have been paid out on the 5th of April but even though all of my paperwork arrived with them on the 3rd of March and has been confirmed as correct they now need to send me yet another letter telling me how much I am going to be paid and so It will delay things by another month. DO NOT USE THIS COMPANY.

Started with a new company who registered me with this company in June 2022. It's March 2023 and despite numerous email I still don't have access. For the most part they don't reply to emails and even if they do it literally takes 2 months. Today I submitted an official complaint to the Pension Ombudsman. Others have said about losing money because of fund performance. I can't access mine so no idea what I am probably losing nor able to take any action to mitigate the situation - quite unbelievable.
Trust pilot need to provide the option for NO stars!!!

What a shambolic excuse of a "company". They send you ambiguous emails that make no sense, when you try to reply via email, they don't respond, My pension fund has "grown" over the last 5 years by a whole half of a percent. Woo Hoo! I have tried to contact by phone, but there is no-one to answer the calls. DO NOT use this shower. Put your money under the bed. At least you will know where it is.

My previous employer enrolled my on this pension and as I moved away to my new job I requested them to move it to my SIPP. I followed all the steps and provided all the information they needed and still they haven’t done it… emails ignored, put on hold for long periods of time, lack of communication within staff, and flat out lies about what’s going on.

I’ve been waiting for 3 months for a transfer and I have no idea when they will get it done. They are unprofessional, hard to reach, and liars. As many other reviews here they are holding my money hostage!

My wife wants to transfer out her pension to a SIPP, having left her old employer. Creative Pensions provides a 'transfer out' link on their site, but clicking on generates a 'page not found' error. We have written to them and will update on here when we get a response.