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Important information
Popular questions
If you opened your account after 1 January 2023
As part of the account opening process we will set up your access to Online Service. This is where you manage your account, review performance and more.
To keep things extra secure, each time you sign in to Online Service we'll ask you to verify using the app, or by sending a passcode to your phone.
If you opened your account before 1 January 2023
We updated your account on 8 January 2024. Just follow the simple steps to set up sign in details for your new Online service.
If your account is locked or you need any help just give us a call on 03455 28 88 88 or start a webchat.
There are two charges, both of which are a percentage of the value of the investments you hold. They are:
1. Account Charge. This is for running your account. We calculate the cost once a month then sell some of your units to cover the charge. If you have any cash in your account, we’ll use that to pay the charge and only sell units if there isn’t enough cash to cover the full amount.
2. Annual Management Charge (AMC). This covers the cost of managing your investments, and varies from fund to fund. Unlike the Account Charge, you won’t see this charge come out of your account each month. Instead, it’s reflected in the daily unit price of each fund.
For more info, see Our funds and charges.
Transferring your pension to us is simple. Access your account overview in Online Service and select Transfer a pension to us then follow the on-screen instructions. You’ll be asked for your provider’s details, your plan / policy reference and the amount you’d like to transfer. We'll ask you to sign your form with a digital signature. In some cases, your current provider won’t accept a digital signature to allow the transfer to continue. If that happens, we’ll get back in touch with you to sign and return a transfer form by post.
If you have a Self-Drive pension you'll also need to tell us what funds you want to invest in.
Sometimes, you may be better off leaving your pension where it is. Before transferring yours, make sure it’s the right thing to do.
- Ask your pension provider if you’ll be charged for transferring your savings to us. If there’s a fee, the cost could outweigh the potential gains.
- Make sure our pension gives you the investment options and features you need, and our charges compare with those of your existing provider.
- Check you’re not giving up valuable benefits if you transfer your pension, such as guaranteed sickness or death pay-outs.
There are some types of pensions we can’t transfer. This includes pensions with:
- A guaranteed annuity rate - This is a pension plan that guarantees you income from an annuity, for life. It’s based on a fixed rate, set when you started your pension. Rates for guaranteed annuities often have escalation terms, which mean your income will increase. These can be more generous than other annuities.
- Safeguarded benefits or guarantees - This type of pension plan pays you a bonus for not taking your benefits, until an agreed date. These plans often pay out an annual and final bonus, based on profits from where your money’s invested. You risk losing these bonuses if the policy’s transferred or cashed-in early.
- Payments already taken from them - This means, if you have taken money out of your pension using Pension Drawdown with your current provider, you won’t be able to transfer those benefits to us.
- Defined benefits (public or private sector) - This type of pension is usually offered by employers – it’s also known as a Final Salary Pension. It guarantees you a level of retirement income, linked to your age and earnings – which is sometimes called a Scheme Pension. Watch out: that income won’t be paid if the policy’s transferred.
If you opened your account before 1 January 2023
If you want to make a transfer and don't use Online Service just give us a call and we'll help.
If you need something explained, and you can't find the answer just get in touch on 03455 28 88 52, or start a webchat from your application page. We can provide help and support but we can't give you financial advice. If that's what you need, check out: