General FAQs
Updating Personal Details
If your name, address, or contact details have changed, let us know so we can update your records. Keeping your details current ensures you receive important communications about your pension.
For name changes, we may need to see evidence such as a marriage certificate or deed poll. Address and contact changes can usually be done over the phone after we verify your identity.
Requesting Documents and Statements
You can request copies of your annual statement, policy documents, or other correspondence at any time. We can send these by post or email depending on your preference and the document type.
If you need a current valuation rather than waiting for your next annual statement, just ask. We can provide up-to-date figures based on the latest fund prices.
What Happens If I Leave My Employer
If you leave your employer, your pension stays with us - it doesn't disappear. Contributions will stop coming in, but your money remains invested and can continue to grow. Your policy status changes to deferred.
You have options: leave it where it is until retirement, transfer it to your new employer's scheme, or transfer to a personal pension. There's no rush to decide - your pension is safe while you consider your options.
Lost Policy Number
If you've lost your policy number, we can help you find it. We'll need to verify your identity using other information like your name, date of birth, address, and national insurance number.
Check old statements, letters, or payslips - your policy number often appears on these documents. If you have online access, your policy number will be shown there too.
Making a Complaint
If you're unhappy with our service, please let us know. We take complaints seriously and aim to resolve issues quickly and fairly.
Start by telling us what went wrong and what you'd like us to do about it. We'll acknowledge your complaint and investigate. If you're not satisfied with our response, you can escalate to the Pensions Ombudsman, an independent body that resolves pension disputes.
Death Benefits
If you die before taking all your pension, the remaining money can pass to your beneficiaries. What they receive and how it's taxed depends on your age at death and whether you'd started accessing your pension.
Make sure you've nominated beneficiaries so we know who you'd like to receive your pension. Without a nomination, trustees decide based on scheme rules, which may not match your wishes.
Scam Awareness
Pension scams can be devastating - people have lost their entire retirement savings. Be wary of unsolicited contact about your pension, promises of guaranteed high returns, pressure to act quickly, or offers to access your pension before age 55.
Legitimate pension providers won't cold call you. If something sounds too good to be true, it probably is. Check the FCA register before dealing with any financial firm. If you're unsure about an approach, contact us directly using the number on your statement.
Accessing Your Pension Early
You generally can't access your pension before age 55 (rising to 57 from 2028) unless you're in serious ill health. Anyone offering to help you access your pension earlier is likely running a scam.
Early access through illegitimate means can result in tax charges of over 55% of your pension value, plus scheme fees. It's almost never worth it.
Keeping Track of Old Pensions
If you've lost track of pensions from previous employers, the government's Pension Tracing Service can help. It's a free service that searches a database of pension schemes to help you find lost pensions.
For Financial Advisers
For IFAs, we support standard servicing requests including address updates, document requests, and policy enquiries. Complaints are handled through our standard process with escalation routes documented. We can confirm death benefit options and current nomination status. Scam awareness resources available for client discussions.