I'm an employer with an existing account

File upload errors

File errors are usually caused when data is either missing or doesn’t match our records. To help resolve your error, you can take a look at our ‘File requirements guide’.

We may be missing a payment for contributions. Sometimes, the payment may have been made but hasn’t cleared yet. In this case, check your Online Services account – if the payment is made, you won’t need to do anything.

• - Log in to your Online Services account
• - Select the account you need to make a payment for
• - Under the ‘Manage payments’ box, select ‘Make a payment’
• - Follow the instructions to choose a date that suits you
• - You can ask us to take your payments automatically at any time by selecting ’Activate’/Deactivate’ (next to ‘Automated collection’ on the payment screen).

More information about 'When and how do I pay pension contributions?’

When to make payments

We must receive payment by the 22nd day of the month following deduction from payroll. So, for example, if you’ve submitted contributions for July, we’d need payment by the 22 August.

System issues
We do occasionally experience technical issues, but our IT team will be working hard to fix them. In the meantime, visit our help and support for frequently asked questions.

We’re sorry for any inconvenience.

Changing personal details
Your employees can change their home address, email address or phone number in the member online account.

To change their name (including title) or date of birth, you’ll need to send us a copy of a document from ‘List A’ in our ‘Confirming your identity’ leaflet.

To update their National Insurance number (NI number), you’ll need to send us an email or letter from HM Revenue & Customs or the Department for Work and Pensions within the last 12 months that includes their NI number.

You can send us the documents we need to support@peoplespartnership.co.uk. If you ask the member to send us the information, they’ll need to send it to info@peoplespartnership.co.uk. Please note though, this isn’t considered a secure way of sending information.

Or you can send this to us by post:

People’s Pension
Manor Royal
Crawley
West Sussex
RH10 9QP

You’ll need you to include a brief explanation of why you’re sending us this document and what you’d like your employee’s details to be changed to.

Opting out
Your employees can either call our opt-out service on 0300 330 1280 or they can opt out online. They’ll need their customer number and National Insurance number to hand.

If they leave their workplace pension, they’ll miss out on additional money you and the government put towards their pension. So, they should think carefully before leaving.

Leaving the pension scheme
Employees can leave the pension scheme – also known as ceasing contributions – at any time they choose. You may have had communication from an employee asking to leave or might have an employee leave your employment.

How do I mark an employee as a leaver in my data file?

No matter how you submit your employee data to us, you should update your payroll to say this employee has left the pension scheme. Next, check their details aren't on a file you send to us.

Manual keying – you type in your contribution data directly into your Online Services account. Put 0s in the contribution amounts for the employee, when you move on to the next stage, our system will ask you to mark them as a leaver.

Payroll integration (also known as API) – Submit your pension data directly through your payroll. You’ll need to remove the leaver from your pension scheme in your payroll.

I’ve added leave dates to my file, but I’m still being asked if these employees are leavers, why?

This could be because the ‘Employment Ended’ or ‘Starter/Leaver Flag’ column hasn’t been matched during file upload. Read more about column matching.

Or it could be these employees are active on the account with a different unique ID to that on the file. Check that all unique IDs for employees are the same as what you previously submitted.

With all the above, make sure you update your payroll and remove the leaver from the pension scheme.

Opt-out refunds
If an employee has opted out within 1 calendar month of being enrolled, they, and the employer, will be entitled to a refund of their pension contributions.

It’s your responsibility to refund your employee. You should do this usually within 1 calendar month of receiving a valid opt-out notice and you shouldn’t wait for the refund to come from us first.

Any refunded opt-out contributions will be credited to your Employer’s online account balance. This can be viewed in the ‘Account transactions’ section of your Online Services account. This credit will be taken from the total cost of your next set of contribution data.

Pay period changes
If you need to change what pay period you’re submitting your data for or your pay frequency (eg weekly, monthly etc), we’ll need to do this for you. You can either call us on 01293 586666, Monday to Friday 8.30am – 6pm, excluding bank holidays. Or you can fill in this contact form. You’ll need to be a registered user on the account for us to make this change.

Re-enroling
Re-enrolment is the government’s way to encourage people to save for their retirement. You’ll need to re-enrol your employees back into your workplace pension scheme who, in the last 3 years, have:

• - opted out
• - ceased active membership or
• - reduced their contributions so they’re not meeting the total minimum level.

Read more about re-enrolment.