Communication | Help and support

When and how do I receive my joiner information and what information does it contain?

Alex Marshall — Fri, 25 Jun 2021 13:53:03 +0000

All new members of The People’s Pension receive joiner information. Your joiner information will be sent to you by email. If your employer hasn’t given us your email address, we’ll send your joiner information to you by post. Please see example joiner information.

If you haven’t received this 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 due 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.

When your employer does provide your information to us, you’ll be issued with joiner information from us either by post or email. This will contain all the details of your pension scheme.

Joiner information will include the following information:

Enrolment date
Contribution levels
Opt-out expiry date*
Information about how to opt out*
Personal login details informing you how you can access your account, online and within our app
Member’s booklet
FAQ document.

* Not applicable for contractually enrolled or bulk transfer members

Do you offer accessible communications?

Alex Marshall — Fri, 25 Jun 2021 13:44:58 +0000

We provide some of our key information in other languages, braille, large print, audio or easy read. For more information, visit our supporting everyone equally webpage.

When will I receive my annual statement?

Alex Marshall — Fri, 25 Jun 2021 13:38:16 +0000

After you’ve become a member of The People’s Pension and have made contributions, your annual statement will be available from your account online a few weeks after your birthday. This will include a personalised estimate on how much you might receive when you come to access your pot, using certain assumptions and projections.

If you’re registered to use your account, you’ll get an email to tell you when your statement is ready to view.

Where is my unique reference number?

Niki Smith — Fri, 03 Feb 2017 12:05:26 +0000

This will be your customer number, which is a 7 or 8-digit number.

When your employer signed you up to The People’s Pension, we’d have sent you joiner information with your customer number, either by post or by email. And any letters we’ve sent you since you joined will have your customer number on, too.

So, to find your customer number you could try to find a letter from us, or try searching your inbox or junk folder for any emails from:

If you can’t find any correspondence from us with your customer number on, you’ll need to contact us to ask us to send it to you again. You’ll need your National Insurance number so we can verify your identity – you’ll find this on your payslips.

Can I receive my statements electronically as well as having them sent to me in the post?

Niki Smith — Fri, 03 Feb 2017 11:11:40 +0000

No, you’ll not be able to do both. You must choose either to get a statement electronically or by post.

If you don’t wish to receive your statement electronically, you can manage your preferences through your account online by clicking on ‘Statements’, or you can contact us and we’ll post one to you.

What communication will you send me as I approach retirement?

archie.homer — Fri, 02 Dec 2016 15:01:37 +0000

You’ll get a retirement pack 6 months before your selected retirement age. However, we’ll also send you reminders as you approach your retirement. These reminders will be sent 6 and 4 weeks before your selected retirement age.

If you’ve invested in one of our 3 investment profiles, you’ll receive a letter 15 years before your selected retirement age, which relates to your investment funds (glidepath). If you were automatically enrolled within this 15-year period, you’ll receive this letter within 1 year of your enrolment.

What’s your full postal address?

archie.homer — Fri, 02 Dec 2016 15:01:36 +0000

The People’s Pension
Manor Royal
Crawley
RH10 9QP

I live overseas, what telephone number can I contact you on?

archie.homer — Fri, 02 Dec 2016 15:01:36 +0000

Overseas members can contact us on 0044 1293586790.

Can someone else call you on my behalf?

archie.homer — Fri, 02 Dec 2016 15:01:36 +0000

We’ll need to speak to you first so that you can answer security questions and give us permission to talk to them. You’ll need to do this each time you call. Alternatively, you can send us a letter of authority which means we could talk to the authorised person anytime.

How can I make a complaint?

archie.homer — Fri, 02 Dec 2016 15:01:36 +0000

If you think we’ve got something wrong, please let us know as soon as possible. We’ll do our best to put things right.

You can contact us by phone, in person or in writing. Our email address is resolutions@peoplespartnership.co.uk. When you contact us, please tell us:

your National Insurance number and your account number
your full name, address, email address and contact numbers
what happened, when it happened and how it affected you
what you want to happen to put things right.
If you are still unhappy after we have responded to your complaint, you can use our Internal Dispute Resolution Procedure (IDRP). This is a formal two-stage process and is available to you if a complaint becomes a dispute that needs to be resolved. This can also be a one-stage process in some circumstances.
If you wish to use the IDRP, you can contact our Customer Service Manager to request a form.

If you’re still unhappy, you can contact the Pensions Ombudsman who may investigate and determine any complaint or dispute in fact or law in relation to a pension scheme.

You can make an application online.

The Pensions Ombudsman
10 South Collonade
Canary Wharf
E14 4PU
pensions-ombudsman.org.uk
Tel: 0800 917 4487