FAQs
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"If I change my name what evidence will you need to see?"
We’ll need to see proof of your change of name from either your original marriage certificate or deed poll.
"What happens if I freeze my pension?"
Your pension savings stay invested for you until you either access them after your normal minimum pension age, or transfer them to another provider.
"I’m having problems with my activation link, what do I do?"
If your activation link has expired, you’ll need to contact us and confirm your date of birth and full address.
"How do I access my member rewards?"
You can access your rewards through your online account.
"I'm trying to set up my account but I'm getting an error message"
It may be that you’ve entered some information incorrectly (ie your National Insurance number should be entered without spaces between the letters and numbers).
"Is the £60,000 annual allowance gross or net?"
This is the gross amount including tax relief.
"I’m experiencing an issue with the app, what do I do?"
If you’re experiencing problems with the app, you should try rebooting your phone, logging out and back into the app, or finally try deleting and re-downloading the app.
"Can I get my money back (that I’ve paid in)?"
After your one month opt-out period you won’t be able to access your funds until your normal minimum pension age unless on the grounds of serious ill health (life expectancy is less than 12 months).
"If I want to use carry forward to pay a contribution, do I notify HMRC?"
You don’t need to use a special form or tell HM Revenue & Customs in advance if you want to use carry forward.