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Cushon Reviews 

1,942
•
TrustScore 4.5 out of 5

4.5

Retirement Scheme Provider
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Review summary

Created with AI, based on recent reviews

Looking at 379 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the service for simplifying pension transfers, often consolidating multiple pots into one with minimal effort. The app is frequently highlighted as easy to use, navigate, and set up, providing clear access to pension performance. Many also appreciate the helpful and knowledgeable staff who provide excellent support. However, some customers noted dissatisfaction with customer service, citing issues with slow responses, difficulties with withdrawals, and prolonged delays in pension transfers. A few also reported a lack of ownership in resolving specific issues.

What people talk about most

User experience

People report positive experiences with user experience, particularly praising the app's ease of use and... See more

Service

Reviewers mention positive feedback about service, with many praising the efficient and hassle-free process... See more

Customer service

Customers had ambiguous experiences with customer service, with some reviewers reporting great customer... See more

Application

Reviewers highlight positive aspects of the app, with many finding it easy to use for managing pensions,... See more

Staff

Users describe positive interactions with staff, praising their helpfulness, politeness, and knowledge. Many... See more

Reviews shaping this summary

Rated 5 out of 5 stars

We recently changed our workplace pension provider from Nest to Cushon. The process was painless and the implementation team (shout out to Lewis!) was very helpful and quick to respond to any querie... See more

Rated 5 out of 5 stars

First off, the app is easy to navigate. They tracked all my pensions with other company and put them together in one pot. I can also see the estimated amount by the age of 65, which is very much encou... See more

Rated 5 out of 5 stars

A great, helpful and personable company with staff who know the product - which was a breathe of fresh air after the previous provider. It's a big decision to change service both for the company and... See more

Rated 5 out of 5 stars

I have changed jobs a few times and each time I wanted to pull all my pensions together and the transfer process was a nightmare and forms to post and fill out and ids to gather and send off. Just so... See more

Company details

  1. Retirement Scheme Provider
  2. Investment Service

About Cushon

Written by the company

Cushon by WTW

Cushon is a fintech workplace savings and pension business, using its world-leading financial technology to bring innovation to workplace savings to help people get comfortable with saving and investing.

In 2026, Cushon was acquired by WTW. Before then, while it was part of the NatWest Group, it was formerly known as NatWest Cushon.

Contact info

4.5

Excellent

TrustScore 4.5 out of 5

2K reviews

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4.5

All reviews

(1,942)

370 reviews in the last 12 months

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Rated 2 out of 5 stars

Poor experience

Started off great, then when I queried why 37% tax had been deducted from a lump sum payment, I could not get a decent response.
Now I am unable to access any money because the system says a withdrawal is in progress, which is a something I havent requested.
I wish I had known all this before I decided to consolidate my other pensions here.

20 April 2026
Unprompted review
Rated 1 out of 5 stars

Avoid if you value your time or your money

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.

18 March 2026
Unprompted review
Cushon logo

Reply from Cushon

Dear Valentina,

We are sorry to hear of the difficulties you have experienced with your transfer and the app, this does not meet the standard of service we aim to provide.

It's our hope to give every single customer a great experience - rest assured, we'll be using your feedback to help us improve.

Thank you for taking the time to leave a review.

Best regards,

Team NatWest Cushon

Rated 2 out of 5 stars

Thought I had made funds accessible…

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.

26 March 2026
Unprompted review
Cushon logo

Reply from Cushon

Dear Jan,

We are sorry to hear of the difficulties you have experienced when accessing your pension.
You'll see our team have requested some additional information so we can find your account and help you. Please only share that information securely and not in a review.

Thank you for bringing this to our attention.

Team NatWest Cushon

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