Cushon Reviews 1.909

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.

The service is very faster thanks for all your help.

The Cushon app is shockingly bad. Refers you to links that don't exist (no attachments option in documents). Unable to link withdrawal to bank account even after emailing copy of bank statement. Tried to resolve issue by phoning customer services who tell me they'll escalate issue - still unresolved after several attempts. No mention on app that you cannot make a partial withdrawal if the pension is worth less than £10k. Used to bank with NatWest years ago when it was a competent company - the days of competency are in the past. Each person I have spoken to on the phone has been very polite but the issue remains unresolved.

Very prompt and efficient response to my queries

Moving our company pension scheme to Cushon was easy because we had Cushon employee's helping us with the process and resources we could use. Lewis from Cushon was very knowledgeable and nothing was too much trouble for him. The letter templates and guides were useful. The cushon system is very easy to navigate and linked to our payroll system.

Emails were easy to understand.
Any Questions were dealt with quickly and explained clearly.

Really quick and helpful responses

I would highly recommend this company. Extremely helpful from start to finish.

Was very pleased with cushon, the advisors that helped me were very polite and helpful all in all a good experience from start to finish and I extend my gratitude many thanks..

I was wrong they are a great private pension provider my friend is in a private pension with NatWest Cushon he said your money will be safe with them until you retire so I was very happy to go ahead with NatWest Cushon.

Sorted out my enquiry promptly and in an easy-to-understand way.

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 staff, but moving to Cushon was right in so many ways.

I would strongly discourage anyone from opening an ISA with Cushon based on my experience.

Across multiple issues, the recurring pattern has been the same: long delays, unclear timelines, and critical failures with little to no proactive communication. In my case:
• An investment/risk switch remained pending well beyond the stated processing timeframe, leaving my account in an “in-flight” state for an extended period.
• A withdrawal request failed because withdrawals cannot be processed while a switch is in progress — but I was not notified by email, in-app message, or phone. I only discovered it after I proactively contacted support.
• I was then told the withdrawal had moved into a permanently failed state and would need to be re-submitted, again creating uncertainty around access to my own funds.
• Support acknowledged that no notification was sent, and updates were vague (e.g., “mid next week”) rather than providing firm dates and clear next steps.

For a provider handling long-term savings, the basics need to be reliable: accurate status updates, predictable turnaround times, and immediate notifications when withdrawals fail or are cancelled. My experience has been the opposite — and that’s not something I’m willing to accept for an ISA.

Until Cushon demonstrates that its platform and communication processes are robust, I cannot recommend them to anyone who values timely access to funds and clear, accountable customer service.

Verry fast response

Good communication

Great product and communication