• offset the credit amount against the next payment (reducing the next payment by the credit balance amount)
• request a refund to the bank account details we have for you.

If you’d like us to make a refund to a bank account, we’ll need you to complete a direct payment instruction form and provide evidence of the bank account.

You can find a ‘direct credit instruction form’ from the documents section of your Online Services account. For more help with setting up a credit payment, see our ‘Quick Guide to Online Services’.

This should be signed by an authorised person and emailed to kyc@peoplespartnership.co.uk. Alternatively, you can post it to us at:

People’s Partnership – The People’s Pension, Manor Royal, Crawley, RH10 9QP

To activate the bank details, we’ll also need matching evidence of the bank details through either a copy of:

• the company’s bank statement (dated within the last 3 months)
• a void cheque
• a pre-printed paying in slip.

The name of the Direct Debit mandate signatory is incorrect. Can this be changed?

Yes, send us a fresh Direct Debit with the correct signatory by following the previous steps.

If you want to cancel your automated collection, you can do this yourself from your account home by clicking ‘deactivate’ on your account home screen. Don’t forget if you deactivate automated collection, you’ll have to make a payment after every pension submission.

If you don’t choose for us to collect your contributions automatically, you’ll need to make a payment every time you submit employee data.

Read more about setting up automated collection on our website.

To use this service, you’ll need to make sure you’ve got an active Direct Debit on your account.

Important to know

If you submit employee data within 6 working days of your collection date, we won’t be able to collect the money until the following month.

To make sure contributions reach us by the 22 of the month, you can only select an automatic collection date between 1-19 of the month.

If you’ve submitted a direct payment, but then also set up an automated collection, we’ll still take the direct payment on the date you’ve selected. The remaining account balance will be cleared on your automated collection date.

For example, if your account balance is £350 and you’ve asked us to take £250 on the 11 March using direct payment, only the remaining balance of £100 will be automatically collected on the date you’ve selected (even if this is before the 11th).

Or if you’d prefer to post them to us:

The People’s Pension
Manor Royal
Crawley
West Sussex
RH10 9QP

We need to find out about the companies we conduct business with to satisfy anti-money laundering requirements. This includes checking the bank account that payments come from.

You might see this referred to as ‘know your customer’ or KYC.

We’ll keep your information safe.

We take the security of your personal information very seriously. You can learn more about our company’s data protection status by visiting the Information Commissioner’s Office website and entering our registration number: Z3295893. Our Privacy policy shows how we use any personal information we collect about you.

• If this is your first payment:

It could be that there was a problem setting up your Direct Debit. We’ll get in touch with you if this is the case, or you can get in touch and we’ll be able to check this for you.

• If this isn’t your first payment:

You can check yourself if you’ve a direct payment pending by visiting the ‘account transactions’ section in your Online Services account. If no payment is pending, you can set one up quickly and easily.

If we collect your pension contributions automatically using automated collection, and you submit employee data within 6 working days of your collection date, we won’t be able to collect the money until the following month.