FAQs
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"Can I change my contribution amount online?"
If you’re currently making payments into your scheme via Direct Debit, please contact us to amend the amount you are paying in.
"Can I reduce my contributions?"
You can ask your employer if they’re able to organise for you to reduce your contributions instead, to below the minimum contribution levels.
"Can 2 pensions with 2 different account numbers be merged into one?"
You may end up with 2 different customer numbers because of your employer incorrectly entering your details into our system.
"How do my pension contributions show on my online account transactions?"
For the first 42 days, we hold your contributions for you but don’t invest them. This is so we can refund you if you opt out of the scheme in the first month.
"I’ve forgotten my password or memorable word and can't log in. What do I do?"
If you can't log into your account, try resetting your password or your account access.
"I’ve just received my statement and it’s lower than last year’s, why is this?"
The current value may be lower than last year’s due to investment performance, or perhaps you’ve reduced or stopped your regular contributions.
"What if I have any issues accessing my member rewards?"
If you’re having issues redeeming your reward, you’ll need to contact the brand partner directly.
"Why can’t I see any tax relief on my online account?"
There are two reasons you might not be able to see tax relief on your online account.