now:pensions Anmeldelser 1.318

The worst company I've ever encountered in the UK. I was trying to figure out how to withdraw money to my bank account after leaving work in the UK. After a day or two, they simply blocked my account while they conducted a security check. Customer support said it would take about two weeks, but five or six weeks have passed and nothing has happened. I tried contacting them to find out why this was happening, but they said I needed to log in, which I can't because they blocked me without explaining the real reason. I'm sure all of these actions should be investigated by the police and regulatory authorities, because I see from the reviews that there are a lot of people like me. To me, it looks like the company is either trying to steal my money or has already done so.

Rubbish customer service, employer entered my details incorrectly. I had to correct it manually. It then took about 8 phone calls and 5 emails over 6 weeks to gain access to my account.

This couldn't have been easier. Very pleased

This sham of a company ran my work pension scheme for a few years. On checking statements, there is a five-month period where apparently no employer or employee contributions were made. This is in contradiction to my pay slips and what my company's pay roll department told me. I remained a full-time employee during this period. Despite many long phone calls and emails, Now have been unable to explain what has happened to my missing money. It is too late for me to refer them to the Pensions Ombudsman, so my only recourse is legal redress. On top of this, for the money they hadn't apparently mislaid, the pension returns were so bad I actually LOST money - the annual fees being more expensive than the actual returns. In addition, despite having money still invested, they haven't sent me an annual statement for two years and I can also no longer access my account online for an unknown reason (my previous login and password no longer work). If I could give a minus score, believe me I would.

After reading all the negative reviews on here, I’ve decided to withdraw some cash. All they required was a certified copy documents for verification before they proceed — (driving license, passport and bank statement) which you can do at the Post Office. Upon receiving the documents and after verification it will take 12 days for withdrawal. So far so good. Made another 2nd withdrawal with no problem — again waiting for 12 days for your cash to hit your bank.

This company is rated 20th out of 20 of pension funds on Trustpilot. What an accolade. You need to sack or retrain all of your customer service staff. Live chat - useless. Telephone staff could not be ar*ed to deal with my query.
I’ve not even started to deal with the query I’m trying to resolve. I think your company needs seriously looking at by the financial ombudsman. I wouldn’t trust you with my pet fish let alone my pension fund. Just need to try to transfer out now and I know it’s going to be a painful process if that last hour of communication is anything to go by.

Fast nad easy. Recommend!

Informative and achieved results

Had 2 pension pots and swapped one over to put it into the one pit and was done with real ease

This has to be the worst pension scheme that I have been in...

The staff are rude, inept, unprofessional and liar's...

The app is not fit for purpose...

It's a shambolic company, how they are still trading is a mystery...

It is a nightmare trying to take my money out...I've filled out the appropriate forms several times and still keep getting the same response from the call centre staff...and apparently you can't speak with anyone based in Nottingham, where it is based...the amount of lies I've been told is unreal...

Had an issue in 2022 when my account details weren't recognised so I couldn't log in.

I continue to receive annual statement updates via email up until Nov 2024 but this year, nothing.

Went to log into the website and my details aren't recognised on any of the screens, whether it's normal login, or new login, or stopping paying into the pension service where they just use your DOB, surname and national insurance number.

Waiting for a reply to my email to support so I can access this pension; have every intention of transferring it out - particularly based on other customers' reviews saying they're having the same/worse problems with accessing their pensions.

If unresolved will be reporting to the pensions regulator

To all who are thinking of joining now:pensions - worth searching the most recent lawsuit for now:pensions (published Jul 2025) on the pensions regulator website.

Easy as , no hassle whatsoever

I requested to transfer my money out from Dec 2024 coz I have a new pensions company. The whole process last for 10 months. The customer service team members said they didn't receive my forms and asked me to fill the forms 3 times. Finally, I scanned my documents before I posted them as my evidence. Poor management and performance.

Previously raised complaints about reminders for client companies no longer trading and now still looking for monthly submissions - promised to investigate and get back within 10 working days - months ago!
Have also submitted monthly returns for client company indicating contributions have been deducted from enrolled staff but received replies that no contributions are due!
Also have my and client company's wrong address - have brought this to their attention but now incapable of attending to anything basic by the look of it!
How they continue to trade is beyond me as clearly not fit for purpose!!!!!!!!!!!!!!!!!!!

My mother past away a few months ago now and I’ve still been unable to get her pension sorted. Having to go over the same hurdle time and time again with this company isn’t exactly great for grievance. It’s a very traumatic event and I’m feeling sympathy from this company. After ringing 5 or 6 times I still had no physical forms sent to me. Tried going through email and after sending all relevant information I’m now told today to do it all again in physical form. Which would have been done in the first place if the forms were sent to me from the start. It’s very clear they have zero intention of helping people.

TUNE IN FOR THE 3RD INSTALLMENT FOLKS.
STILL ongoing problems regarding getting my account unlocked since last review on the 10th Nov.. Still locked out of account nothing changes despite god knows how many emails ive sent querying something or asking whats happening. Theres too much to document all the things here but id been told by Andrea complaints id receive a passcode thats never arrived then i received an email with a "reference number" in it from Andrea No advice or info on what its for! so I was wondering if the ref number was actually the "passcode" so sent more emails to Andrea asking what it was for. Pathetic ability to communicate in a useful manner If anything had been done correctly it would have saved more wasted time. Eventually received an email from the pension team i think it was explaining that they understand the confusion blah blah and basically it was a total waste of time that id been sent the ref number. I noted also that there was nothing useful or helpfull included in their email. I suggested they should let Andrea know this. So it continues and just seems totally chaotic @ NP. I did receive 1 email 3 days ago about info on having to book an appt with Money Helper the Pension Safeguarding Guidance appt. This is what happens when you want to transfer your pension out of NP. Ive phoned them and have an appt on 15th Dec which was the earliest appt available.
Im still locked out of my account though and i find that 99% of emails are completely useless and offer absolutely nothing of any use. I dont consider the suggestion to phone customer service or use live chat or to visit the help centre as useful at all. Spoke to staff previously and its horrendous and totally useless. Just to think that this is only to get my account unlocked never mind transferring out to SL! Does anyone at NP take control and sort anything out or do they just pass the buck. I wonder is it the working practices of NP or the people there?
ANYONE GOING TO SORT THE PASSCODE PASSCODE OUT?

UPDATE - this afternoon I did receive a letter in the post with a code on the back and I have successfully been able to log back into my account.
Now to get my transfer out sorted but I have this money helper appt phone call as mentioned above first. I will post again after that.

AN UPDATE...28/11/2025 IT'S SORTED....on 21/11/2025 ...RECEIVED AN EMAIL FROM ELLIE MAE - CASE HANDLER. SHE'D BEEN LOOKING INTO ALL THE ISSUES APPARENTLY AND GAVE FEEDBACK. SHE STATED THAT THE TRANSFER OUT HAS BEEN APPROVED.
TODAY 28/11 I RECEIVED AN EMAIL FROM NP STATING I HAD A NEW MESSAGE SO I LOGGED INTO MY ACCOUNT AND MY TRANSFER OUT HAS TAKEN PLACE! This means I can cancel the telephone interrogation I mean appointment with moneyhelper that I had been told I had to have.
Overall I think the lack of useful response to emails from NP doesn't help customers at all and phoning the helpline is a waste of time in my experience, this obviously causes unnecessary hassle and stress. NP could do a lot better thats probably an understatement but in my experience there could well be someone trying to sort things out but if it's not communicated to customers they think nobody is doing anything . In my case it finally was sorted out but it was quite a pain. To the customers out there having an issue with NP keep the faith and good luck

**FINAL UPDATE 5 FEB 26 - the very small sum less tax was paid in to my bank account today, what a lot of effort it took.

** UPDATE 5 JAN 26 - Pension pack finally received but with an incorrect planned date of retirement for 2035 and no acknowledgment of the proofs of identity already submitted **

**UPDATE 18 DEC - still haven’t received pension pack **

** UPDATE 25 Nov - information arrived by post which enabled me to unlock my account! Connor has emailed me to advise that I should receive documents within 4-5 working days. Once now:pensions receive ‘all the completed documentation’ my retirement claim can take up to 15 working days to be paid to my bank account. Will continue to update. (As at 2 Dec, received my documents back but no forms)**

**UPDATE 19 Nov - I have responded to the message from Andrea below and will continue to update here until the matter is concluded **

Trying to organise payment of a small pension as the management fees are ridiculously high. Have sent required ID documents but no idea if they require anything else. Unable to access my account as it’s been locked for security reasons ‘owing to suspicious activity’, despite me knowing my password and going through two factor authentication on my phone. Off-shore customer care staff insisted the information on how to log-in to my blocked account has been emailed to me and refused to accept that it hasn’t and seemed reluctant to send me this information. I will try another phone call in the hope that I can speak to someone more helpful otherwise it’s a written complaint.

Terrible company. I can't get a copy of p45.

Absolutely shocking customer service from NOW: Pensions. I have been trying to transfer my pension to another provider for over 5 months, and they seem to do everything possible to make the process complicated and frustrating. Every time I contact them, there is something new they want from me—forms, calls, back-and-forth emails—and still no progress.

It honestly feels like no one wants to help. I’m constantly passed from one person to another, with no clear answers and zero ownership of the issue. The level of incompetence is unbelievable.

I only left one star because it’s not possible to leave zero. Stay away from them—truly awful experience.