It was quite an easy transition through the stages of claiming my pension. I read the online horror stories and dreaded the prospect of having to wait months or spend days on the phone, emails etc, bu... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Obviously i had to do all of the request for the reimbursement of the monies on line, took me a little while to get it set up , but then the actual process was quite simple . Monies arrived into... See more
Company replied
The process was clearly explained and user friendly. The website was easy to navigate. Communication from Now was prompt and instructive. Everything was done speedily and without fuss.
Company replied
My experience was good with being able to find where I was meant to go to be able to draw funds out of my pension, the sending of paperwork was a little bit of a nightmare but that was my fault not se... See more
Company replied
Company details
- Pension fund
- also in
- Financial Institution
- Fund management company
- Investment service
- Pension office
- Retirement Scheme
Written by the company
now:pensions is an award-winning UK workplace pension provider. We look after the pension savings of millions of members on behalf of tens of thousands of workplaces from lots of different industries. We have a clear mission – to help everyone save for a more financially secure future. We’re dedicated to helping our members make the most of their pension savings and get a retirement they can enjoy. And, we’re fighting for a fairer pension system that benefits everyone. By highlighting pension inequalities and campaigning for change, we’re helping more pension savers get the kind of retirement they want. We are the UK's third largest auto enrolment pension provider by number of members.
Frequently asked questions (FAQs)
Written by the company
- Why do I have a workplace pension?
- The government’s auto enrolment laws mean all employers must put eligible employees into a workplace pension and contribute to their pension savings. NOW: Pensions provides workplace pensions for millions of members on behalf of tens of thousands of employers.
- Can I stop paying into my pension?
- Yes, you can stop paying in at any time. After being auto enrolled for one month, the pension savings you’ve saved will be invested until you retire or transfer to another pension provider. You’ll be able to see your account at nowgateway.com. If you stop paying into your pension, you’ll miss out on your employer’s contributions – at least 3% of your earnings; tax relief; and building up pension savings. Please note charges will still apply.
- Can I opt out?
- You can opt out within a month of being auto enrolled and get back any money you’ve paid in. If you opt out after a month, your pension savings will be invested until you retire or transfer to another pension provider.
- Can I have my money now?
- Pension laws mean if you don’t opt out within one month of being auto enrolled, your pension savings will be invested until you retire or transfer your savings to another pension provider. You can start to take your pension savings any time after you reach age 55.
- Why can’t I cash in my pension savings?
- After you’re auto enrolled in a workplace pension, pension laws give you one month to opt out. After a month, your pension savings will be invested until you retire or transfer your savings to another provider.
- How long does it take to transfer out?
- Once we’ve received everything we need to carry out your transfer request, payment can take up to 25 working days.
- How do I check the progress of my request?
- If you’ve made a request and want to check how it’s going, email trustpilot@nowpensions.com or give us a call on 0330 100 3334 and we’ll be able to update you.
Contact info
4th Floor, 37 Park Row, NG1 6GH, Nottingham, United Kingdom
- trustpilot@nowpensions.com
- nowpensions.com
4.1
Great
3k reviews
Asks customers to review
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It took ages to withdraw my pension
It took ages to withdraw my pension. Though the agents were very friendly the system is dreadful.
8 October 2026
Very cooperative in my dealings
1 October 2026
Support operator took me through the…
Support operator took me through the necessary steps
8 October 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
claiming my pension
helpfull over the phone and a quick response at my decision about claiming my pension .
14 October 2026
Reply from now:pensions
Hi Jackie,
I'm happy to hear everything was sorted quickly for you when you called us.
Thank you so much for letting us know about your experience.
Kind regards,
Conner
now:pensions
It was easy for me to with draw the…
It was easy for me to with draw the money from my pension. There were adequate warnings and information to support my decision.
9 October 2026
Reply from now:pensions
Hi Pamela,
Thanks for your review. It means so much that you took the time out of your day to write to us.
I'm pleased to hear that drawing from your pension was easy.
Your review has been passed to the team as they deserve to see how good they're doing.
Kind regards,
Conner
now:pensions
Slow to respond
Slow to respond, no communication, promised to send me forms, never got them, very frustrating experience
13 October 2026
Reply from now:pensions
Hi Timothy,
Thanks for letting us know about your experience.
I'm sorry to hear about the fact you never received the forms. I've checked your account and can see they were issued to the postal address we hold on file. I'm sorry that you never received the forms.
Feedback like yours is essential so that we can continue to run smoothly.
Kind regards,
Conner
now:pensions
The NOW APP was easy to follow
The NOW APP was easy to follow, with instructions that tell you how to apply transactions. The pension fund was paid to me on time and with out any delay, only problem that I found is that HMRC is still Robbing the taxpayers to fill their greedy pockets to give away to those who don’t need it.
9 October 2026
Reply from now:pensions
Hi Kevin,
I appreciate the time you've taken to write to us.
Thank you for letting us know that your funds were paid on time and the app is easy to follow.
I'm sorry you feel you've paid too much tax on your retirement fund. Please view this link for help with claiming any overpaid tax on pension contributions - https://www.gov.uk/claim-pension-tax-refund
Thanks again for writing to us.
Kind regards,
Conner
now:pensions
My request has been done fast and easy…
My request has been done fast and easy and I am happy with the result
6 October 2026
Reply from now:pensions
Hi Laetitia,
Thank you so much for your kind words.
It means so much to us when everything works out.
I'm going to pass your review to the team. They'll be so happy with your review.
Thanks again,
Conner
now:pensions
Was first class service and straight…
Was first class service and straight forward instructions
9 September 2026
Reply from now:pensions
Hi Andrew,
We are thrilled to hear that you enjoyed our top-quality service and found our guidance clear and easy to follow. Your positive feedback is greatly appreciated by our entire team.
Kind Regards,
Judith
now:pensions
i ask u to get may pensions and u take…
i ask u to get may pensions and u take nearly £1000 and I toled u the reson I’m not not ill and get blood clot and I’m off work and I’m srogling get no money for food
13 October 2026
Reply from now:pensions
Hi Mansoor,
Thanks so much for getting in touch.
I've had a look into this and can confirm the funds deducted was the tax payable for your pension. We are required to deduct tax on any payments to our members when retiring unless you qualify for serious ill health – this means a medical professional has agreed you have less than a year to live – you can usually take all your pension savings as tax-free cash if this applies. Based on the information you provided to make the claim we should have deducted tax.
We’ll work out the income tax and pay it to HM Revenue & Customs (HMRC) before we pay your cash. We may not take the right amount of tax, as we don’t know about any other income you get.
After the end of the tax year, on the next 5 April, HMRC will check if you’ve paid the right amount of tax. If not, they’ll contact you.
If you think you’ve paid too much tax, you don’t need to wait until after the end of the tax year to claim it back. You can contact them directly if you wish to query this.
Kind Regards,
Judith
now:pensions
It was very simple and when I phoned in…
It was very simple and when I phoned in for information how go ahead to do my business the man was very helpful great job done thank you.
18 September 2026
Reply from now:pensions
Hi Graham,
Thank you so much for taking the time to share your 5-star review.
We are delighted to hear that you found the process straightforward and that our phone support team was able to provide the clear guidance needed.
Your kind feedback will certainly be passed along to team.
Kind Regards,
Judith
now:pensions
Easy to follow procedure.
12 October 2026
Reply from now:pensions
Hi Jacquie,
We are pleased to hear that our process was straightforward and easy to navigate.
Thank you for your review.
Kind Regards,
Judith
now:pensions
My withdrawal was processed quickly and…
My withdrawal was processed quickly and efficiently
9 October 2026
Reply from now:pensions
Hi Elzbieta,
We are happy to hear that your pension savings withdrawal was processed quickly and without hassle.
Thank you for your feedback!
KInd Regards,
Judith
now:pensions
UPDATE: They're still useless!
After posting a review on here their complaints team emailed me to ask me for details of my complaint, which they were provided a fortnight ago, and which they've still done nothing about.
I called them to ask them when they will do something, and their phone line advised that someone would get back to me by the end of last week. No one did, so fair to say that was a lie.
They also sent me a letter to request I send them details again of the updates I'd like to make to my account, the slight problem being that in order to send me that letter, they must know what details I'd like updating, as they didn't have my current home address until I asked them to update it.
So, just another review to say that they're still utterly useless at their job, and that they've somehow managed to update but not update my details in their system. Absolute shambles.
I've told them over email if I've no had no help resolving my issues by the end of the week I'll be in touch with the Pensions Ombudsman, as frankly they're behaving entirely unprofessionally in failing to process a VERY SIMPLE details update request which they've clearly been provided all the details for.
If you'd like to complain to them, the email is Complaints(at)nowpensionstrust.com, though just to warn you now that its unlikely you'll get a useful response from them.
12 October 2026
Unprompted review
Reply from now:pensions
Hi Benjamin,
Thanks for getting in touch and letting us know what's happened. I’m sorry to hear that your details have not yet been updated.
I have requested confirmation that we can use the documentation already provided to update your details on your record as soon as possible.
I have also notified your complaints handler of this and they will respond to your complaint in full at their earliest opportunity.
While I can’t change your experience so far, we appreciate you taking the time to share your feedback. It is important for us to hear and look at where we can improve our service.
Sheri,
now:pensions
Reply from now:pensions
Hi Bishnu,
Thank you so much for your review. We’re delighted to hear you had a positive experience.
Your feedback means a lot to the team.
Thanks,
Sheri
now:pensions
Great Customer service
Customer service was excellent. I am not very confident online so rang the helpline and they talked me through it. They were very professional and patient with me, giving clear instructions and explaining the process to me.
23 September 2026
Reply from now:pensions
Hi Patricia,
Were really glad to hear the team took their time to make sure everything was explained clearly and you felt supported from start to finish.
Ill pass your kind words onto the team, they will be happy to hear they made your experience a positive one!
Thanks,
Sheri
now:pensions
I called on phone rather than through…
I called on phone rather than through internet and person's were always very helpful and advised process thoroughly and kept to timescale.
18 September 2026
Reply from now:pensions
Hi Norman,
Knowing you felt well informed at every stage really means a lot to us.
Thanks for taking the time to leave your review!
Sheri
now:pensions
I was satisfied with the service staff…
I was satisfied with the service staff are nice and helpful
24 September 2026
Reply from now:pensions
Hi,
We're delighted to hear that you found the team helpful.
They will be over the moon to hear your kind words.
Enjoy the rest of your day.
Sheri
now:pensions
Bots or Humans
Unfortunately, I had to wait absolute ages when I first contacted now:Pensions regarding my retirement. I don't know whether they use bots, is they do, they need to scrap them. The communication was cold and standoffish. That is why I think it's bots and not humans who eventually contacted me. If it was a human being, they need to attend Customer Service training.
1 October 2026
Reply from now:pensions
Hi Anna,
Thank you for sharing your experience with us. I’m sorry to hear our service did not meet the standards we aim to provide.
I have reviewed your account and can see that you contacted us via live chat. The agent who assisted you understood your query and took the time to investigate. After a few minutes the agent asked for a little more time to investigate. However, when they returned to the chat after this you had left the conversation.
I can confirm that correspondence was sent over to you on 5 October 2026 to advise your savings had been paid over to you.
I want to thank you again for letting us know what's happened it's important to hear our member's feedback and where we can improve our service. I can't change what happened in this instance but it's going to help inform us on how to improve moving forward.
Sheri
now:pensions
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