NatWest Cushon Reviews 1,905

I requested a pension transfer to another provider on 28.12.2025. Despite their supposed automated systems, absolutely nothing happened for weeks. I finally raised a support ticket on 14.02.2026. Even though NatWest Cushon claims to respond within two working days, it took them nearly a month (until 09.03.2026) to even reply and finally initiate the transfer.
Furthermore, for a company that markets itself as "mobile-first," their app is a disaster. It worked for the first few months, but now it’s unusable. It either hangs indefinitely after password entry or fails to send SMS verification codes. Despite constant updates, the issue persists. If you can't access your account, you can't manage your future.
Now that my money has finally been transferred out, I am incredibly relieved. I’m very happy that I am no longer a customer of theirs.

Was having a problem with my transfere, but after chatting with a customer service advisor I had it escalated and sorted out within a few weeks. I was really pleased with the service.

Thought I had made funds accessible with a telephone call. Found out 2 weeks later that I needed to go to the cushion app to complete request. Now I will have to wait another 2-3 weeks before my pension fund lump sum is accessible. Not very tech savvy so I found this difficult and frustrating.

Very prompt response time and keep me updated on my contributions

Great service from James Sennan!

Matt was very helpful. Thank you for all your help 😀

5stars because it's a very helpful company. Every transfer was easy and fast. I like it. Thanks for the help.

really easy to use

Excellent customer Service on the telephone. A rare experience with financial companies. Called 3 times and call answered within seconds , let alone minutes!

Excellent
Very friendly polite staff

They have made it extraordinarily difficult to transfer my ISA. It has been rejected for the 5th or 6th time and I still have not been given my money.

They have in fact on several occasions given me the wrong information so that transfer requests would fail.

It has literally taken me months and spending lots of money on post and they keep on rejecting.

I have even called them and asked him specifically what information is needed and have been given the wrong information several times.

They are garbage.

Update: 20/03/2026

They reply now, much faster than they reply by email or their barely manned phone number. They are more interested in the appearance of customer service than actual customer service.

I will update there in detail if they succeed in helping me, after 2 MONTHS of repeatedly making no effort to do so.

Update 2 20/03/2026

I received a dismissive email from Rhys R., ignoring the majority of my questions and STILL not giving the detailed information needed to 100% guarantee a successful ISA transfer.

I set clearly several questions, relating to all the ISA transfer rejections and he only touched the first couple [that were in the first place due to Natwest Cushon not even appearing on Lloyd's online ISA transfer platform]. He did not touch on the THREE times I literally printed off a form from Lloyds and verbatim filled in the information given to me by Natwest Cushon.... WHICH were then rejected again!

I asked in my email of complaint to them to give me the precise information needed to guarantee the transfer, and not a single time from the start of me emailing them to now, have they answered. I had to chase up with phone calls [if they ever answer] and got information on those calls.... THAT STILL DID NOT WORK.

The the dismissive Rhys R.continues in the useless form that Cushon have maintained. Basically saying go ahead and reach out to the Ombudman.

I guarantee you, I will.

Update 26/03/2026

I spoke to them on the phone on Monday this week and requested an email with the information needed for an ISA transfer as well as explanations for the last 3 rejections.

I have received no email and no details, as usual. They refuse to email me the information I need, so they can never be held responsible for rejecting.

They have held my money hostage for 2 months and counting now.

Update 18/04/2026

They still hold my money hostage.

I managed to get from my bank that the reason why one of the ISA requests went to the wrong bank was because Natwest Cushon gave me the wrong information.

Natwest cushion like to blame me though for their incompetence.

I was told by my bank that on the 12th of March they made a request for ISA transfer to Natwest Cushon, which was accepted as valid, and Natwest Cushon HAS NOT SENT THE FUNDS.

They have normally a 30 day window, which they passed. They were emailed last week by my bank, and they have not replied yet.

They are holding my money, and the evidence from my bank will support this.

To Rhys, financial ombudsman will be involved, and your name particularly will be part of the complaint.

The contact was good but could of been a bit quicker it took 3 months to sort it out because it was all done online

Great service

Thanks for your support

Accomplished the process of pension transfer easily and created reasonable interest during their command. Updated with communication frequently which is always appreciated. Thank you people at Cushon

Fast and efficient service.

Good products with lots of choices, app control very good

The last time I wrote about Cushon here it was because they wouldn't transfer my funds to another provider. After struggles, they did transfer. Now, they have to update something named Origo, and again I will need to contact them as they seem to not be answering emails from Vanguard. Poor ..

Absolutely shocking response to having my money transferred to another provider - 5 months since I approved the transfer and at least a dozen follow ups and nothing!! Complained and told it would take 8’weeks to get a response to my complaint.

Integrity - 0/10
Trustworthiness - 0/10
Responsiveness - 0/10
Customer Service - 0/10

All this from a ‘pension provider’ who is the guardian of our money and claims to be a trusted partner.