Our customers' most frequently asked questions
By Rachel and 5 others6 authors80 articles
How do I update my email address?
The Big Pensions FAQ
How old is Penfold?
How does Penfold compare to other providers?
What is the Lifetime Plan?
How is your pension kept safe?
I'm not self-employed, is Penfold for me?
I live outside the UK, can I have a Penfold pension?
Can I have multiple pensions?
What happens if you went out of business?
What fees do you charge?
What happens if I pass away before 55?
How long does it take for a fund switch to settle?
Can I nominate someone to receive my pension if I die?
Can I nominate a beneficiary who lives outside of the UK?
When will I receive my referral bonus?
Is Penfold a contract or trust-based pension scheme?
How often is the value of my pension pot updated?
How is my forecast calculated?
What assumptions is my retirement income based on?
What are the lifestyle categories based on?
Can I include other pensions to get a complete understanding of my retirement income?
Why is my forecast value so low?
What is the difference between ‘Your forecast’ tool and the ‘Calculator’ tool?
How can I update my personal information?
How do I calculate my self-assessment tax return?
How can I locate my old pension?
How do I get a statement of all my contributions?
How do I change my bank details?
Why can't I change my payment details?
Where can I find all of my documents?
Why isn't my payment showing in my dashboard yet?
What is Seccl?
Shall I pay in through personal or business contributions?
Can my employer pay into my Penfold pension?
How can I pause my payments?
Can I pay in through my limited company?
Why hasn't my first payment come out yet?
Is there a minimum amount I can pay into my pension?
Is there a maximum I can pay into my pension?
Can I reduce my payment?
How can I pay into my Penfold pension?
Does Penfold accept in-specie contributions?
My Direct Debit payment to Penfold failed. What can I do?
How can I change my Direct Debit mandate?
What are the options I have to withdraw from my pension when I reach the age of 55?
Do I pay tax when I withdraw my Penfold pension?
When is the earliest I can withdraw from my Penfold pension, and are there any exceptions?
Can I withdraw money from my pension whenever I want?
How do I request to withdraw my pension from Penfold?
How do you enrol me into my employer's pension scheme?
Can I set up a workplace pension as a sole trader?
How do I change my employee contribution percentage?
I amended my employee contributions - when will this be actioned?
What happens if I opt out of my workplace pension scheme?
I've opted out of my workplace pension scheme. When will I receive my refund?
I've missed the window to opt out of my workplace pension scheme. What can I do now?
Why does my account show £0.00?
Why do I only have “employer contributions”?
Why aren't my pension contributions showing?
What are the fees for employers?
What happens to my pension after I change my employer?
Where can I send insolvency-related documents?
How can I set up a workplace pension for my team?
I've opted out of my workplace pension scheme, but a pension contribution was still deducted
I didn't receive my welcome email