Nowu Nowpension Reviews 8

Absolutely horrendous! I stopped paying into this pension provider 10 years ago as the company switched. I got an email to check my balance and had over £900 on my statement, so requested to move it to my new pension provider. Then had a letter from my new pension provider to say they received the £46…
I contacted now who told me it was due to “account fees”, so I lost £900 overnight! Now my account is closed I can’t access the information that gave me the initial amount.
Absolute cowboys! Avoid avoid avoid!!!

Account was 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

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 it 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 🙏

This is without doubt the worst pension provider I have ever come across. There website is appalling. They emailed me an 8 digit code to use to set up my account but when I used this code an error message stated the code was not recognised. I followed their link to a video which was supposed to help with logging on for the first time only to receive a message to say the video does not exist. They are incompetent, unprofessional and disorganised. Avoid at all costs.

I have encountered nothing but numerous problems with this company, lousy customer service and endless delays and mistakes processing my application to leave including sending post to wrong address.

I would urge everyone to look elsewhere when making this big decision on who manages your money

This used to be a good online service, but then they moved websites…..The new service is unfortunately buggy, with buttons and links that don't work and if you try to upload pension files, which is the primary function of this service, the webpage gives you multiple onscreen errors relating to the file, that are not real.....

I had tried to upload the files on several occasions, but without success and I was unable to contact anyone because all the emails that I sent to their support team just bounced back….. The live support feature also appeared to broken, however I later found out that this was only offered during working hours; it’s just a shame that there was nothing on screen to indicate that their live support was ‘Closed’ instead of the ‘Live chat’ function just being disabled when it’s not available….

After trying again and again I spoke with their live support, and discovered that the issues I was having were not mine, because none of the errors I was given were in fact real and I was advised to delete unrelated data from the CSV files that I was trying to upload. I also asked the live chat ‘what happens if I have further issues’, but they did not appear to want to answer this question or to admit that their new service was not working properly.

I appreciate that Now Pensions have moved to a new site only a few months ago and that there will be teething issues, however having previously worked for over 17 years for company that provided intuitive online application forms to businesses across the UK and to many UK Government agencies etc, I am confused at how these issues have still not been fixed, especially when it’s a business to business service; if we had these issues in my last job, they would have been fixed within hours or at most within 24hrs and would have certainly not been there months later, because it’s not only counterproductive to Now Pensions business operations, but it can be frustrating the end users and reduce confidence in a service.

There also needs to be a clear separation between client ‘feedback’ and ‘complaints’, because only having the facility to submit a complaint, is just so unwise in a client support setting, it leads to every client with an issue then having the mindset that their issue or query is now a complaint.

I do hope they get on top of this, because there is a good team at Now Pensions, with very friendly and helpful staff and in the past 6 years I can honestly say that I have never had an issue or anything to complain about, until now.

I totaly rate this company a zero or less than that but it would not let me write my review without rating it 1.
My advice to anyone DO NOT do your pension with this company.
I have been trying to take my money out for over 2months now , im not geting anywhere at all.
They keep me on hold for over an hour everytime only to be given the same excuse , and here i am today still waiting . So now its time for court action just to get what is mine ! Stay clear of this company at all costs . For your sanity if nothing else.

Absolutely useless waited 3 hours to contact a call centre in India where they just said in process and ended chat