Choose from the options below to find answers to the most frequently asked questions. If you still wish to contact us, select ‘I still need to contact you’, found at the end of each answer, and we’ll respond by email.
What's your query about?* Please select I'd like to transfer another pension into my pot I'd like a progress update on my transfer or claim I'd like to transfer my pension to another provider I'd like to update my details I haven't received my joiner pack I need to find out what my customer number is I wish to add a beneficiary I have a question around claiming I wish to contribute more into the pension scheme Changing your investment options Accessing your online account Request a statement Opting out A lump sum retirement benefit scheme
How do I transfer my other pension(s) into The People’s Pension?
To transfer your other pension pot(s) to us, simply log in to your account to begin your transfer.
For more information on transferring in your pension(s), visit pension transfers .
How do I find out what’s happening with my claim or transfer and how long does it normally take?
If you’ve requested to take your savings, don’t forget it can take up to 4 weeks for you to receive your money. If it’s been less than 4 weeks since you submitted your request, you don’t need to contact us – we’ll get in touch with you when there’s an update.
If you’ve requested to transfer another pension into The People’s Pension, or to move your money out to another provider – you’ll first need to get in touch with the provider you’re moving from or to for an update.
How do I transfer my pension out of The People’s Pension to another provider?
Moving your pension out The People’s Pension could mean you miss out on the many benefits of being with us.
Talk to us first. We’ll answer any questions you may have and make sure you understand what you’ll be missing out on.
Click ‘I still need to contact you’ or call us on 0300 2000 555.
How do I update my personal details?
You can change your home address, email address or phone number in your Online Account . Once you’re logged in, simply go to the ‘Personal details’ page.
To change your name (including title), National Insurance (NI) number or date of birth, you’ll need to send us a copy of a document that confirms your identity. ‘List A’ in our ‘Confirming your identity ‘ leaflet has examples of what we need.
You can scan and send us the document we need to confirm your identity to info@thepeoplespension.co.uk , though please note this isn’t considered a secure way of sending information.
Or, you can send this to us by post. Our address is:
In this email or letter, we’ll need you to include a brief explanation as to why you’re sending us this document and what you’d like your details to be changed to.
Please note, to update your NI number, you’ll need to send us written communication (eg a letter) from HM Revenue & Customs that includes your NI number.
Why haven’t I received my joiner information?
This may be because your employer hasn’t yet sent over your enrolment details. You may wish to check with your employer when they’re planning to enrol you.
It’s not unusual for a deduction to be taken from your wages before you receive your joiner information, as many payroll departments work in arrears.
Once your employer has provided us with your information, we’ll send you your joiner information, either by post or email.
How do I find out my customer number?
Your customer number is a 7 or 8 digit number.
You can find your customer number at the top of any letter we’ve sent you. This includes inside your joiner information – which could have been either a letter or email – you’d have received when you first became a member.
To find your customer number by email, you could try searching your inbox or junk folder for any emails from People’s Partnership, The People’s Pension or B&CE.
If you can’t find any letters or emails from us with your customer number on there, get in touch with us by clicking the ‘I still need to contact you’ button below and then filling out our contact us form. You’ll need your National Insurance number so we can confirm your identity – you’ll find this on your payslips.
How to I add or change a beneficiary?
Simply log in to your Online Account to add or update who you’d like us to consider paying your pension savings to if you die before taking it. From the homepage select ‘Manage my pension’, followed by ‘Beneficiaries’.
You can nominate anybody including family, friends or a charity or other organisation. There’s no limit to the number of people or organisations you can nominate, you just need to make sure your nominations add up to 100%.
If you prefer, you can complete our nomination form and send this back to us by following the instructions inside. Please note, this way may take slightly longer.
Where can I find out more about taking my pension money?
Visit our webpage on how you can take your pension money for more information.
Our webpage covers all you need to know about accessing your money if you’re a member of The People’s Pension – including useful resources to help you understand your options and the details you’ll need to make your request online.
How do I contribute more into The People’s Pension?
If you want to increase your contributions, talk to your employer first to see if they can set up the extra payments on your behalf.
This makes saving more for your retirement even easier.
If your employer cannot do this for you, you can make personal payments into your pension by Direct Debit or by a lump sum payment through your online banking (sometimes called BACS).
Simply download and complete our ‘Making personal contributions to your pension ‘ form.
Please note, if you’re making personal payments through Direct Debit, you’ll also need to complete the Direct Debit mandate form .
You can always reduce your pension contributions back to the minimum amounts if things change and you don’t have enough spare cash each month.
How do I change which funds my money is invested in?
You can switch your investment funds or change your investment profile in your Online Account . From the homepage, select ‘Manage my pension’, followed by ‘Investment options’.
Before you do, if you’d like to find out more about your investment choices or how the investment funds have performed visit our investments webpages.
How do I set up my Online Account?
Your account is quick and easy to set up. You can visit our webpage for more information about how to set up your Online Account or follow the steps below.
You’ll need your National Insurance number, customer number, personal email address and mobile number to do this.
Step 1: Go to the Online Account set up webpage.
Step 2: Enter your personal email address so we can send you a verification code.
Step 3: Once you’ve entered the code, add your personal details.
Step 4: We’ll then ask you to create your password. You’ll need this every time you log in.
Step 5: As an extra layer of security, we’ll ask you to enter your mobile number so we can send you a final verification code.
What do I do if I need to update my personal details?
If your details don’t match those given to us by your employer, you’ll need to find out which details don’t match. You can do this by:
checking the details on any previous letters/emails we’ve sent you
contacting your employer to check if the details they’ve provided us are correct
contacting us to check the details we have about you. Or if your details have changed since you became a member of The People’s Pension, please change your selection from the drop-down options above to ‘I’d like to update my details’ and read the information provided.
How do I view my annual statement?
Your statement can be found in your Online Account . Simply select ‘Manage my pension’, followed by ‘Annual statements’.
Annual statements are produced annually, after your birthday. If you have recently passed your birthday and your statement isn’t showing yet, please bear with us, your statement will be ready soon.
How do I opt out?
You can either call our opt-out service on 0300 330 1280 or you can opt out online . You’ll need your customer number and National Insurance number to hand.
Think carefully before opting out. If you opt out of your workplace pension, you’ll miss out on additional money your employer and the government put towards your pension.
Find out more about opting out and the benefits of staying enrolled .
What was the Lump Sum Retirement Benefit scheme?
The Lump Sum Retirement Benefit scheme was set up in 1982 and closed in 2001. It was a scheme where employers contributed through the stamping of holiday cards towards a lump sum payment for employees once they turned age 65.
There was also the option to make ‘additional voluntary contributions’ to build up extra benefits.
Visit our Lump Sum Retirement Benefit webpage for more information.
