Call: 0800 011 3797

Call: 0800 011 3797


Common concerns


There are many actions that need to be completed during the life of your pension. Sometimes those actions take longer than they should. If you think you have lost out financially because something took too long, we may be able to help. Contact our helpline or chat with one of our advisers, for independent advice about what is a reasonable timescale.

Finding out who may be responsible for a delay can be difficult, but in our experience, there are a number of areas where a delay can cause particular difficulties, for example:

  • to pay benefits;
  • provide a quotation;
  • or invest contributions.

Sometimes there are legal time limits in which things need to be done by. More often it is a case of what is reasonable.What is reasonable can vary from case to case, and will also depend on the circumstances.

If you think something took too long, and you are worse off as a result, you should first ask your pension provider to answer your concerns. If you're unhappy with their reply, please talk to us, we may be able to explain the reponse and what it means for your position.

Frequently asked...

I was 65 this month and have returned the completed forms for my pension benefits to be paid. How long should it take before I receive my tax-free cash sum and first pension instalment?

If you are retiring at your normal retirement age, the scheme will normally plan for this.  Any payment of the tax-free cash sum is made on or about the date of retirement and you should expect your pension payments to start at the next payroll run date.

How long does it take for a lump sum death benefit to be paid out?

The payment of a lump sum death benefit is generally unexpected. Your pension provider will likely be unprepared and will need to do some work to ensure they meet their obligation to consider all potential beneficiaries.  

How long before normal retirement age should I be advised of my options in my final salary pension scheme?

A member of a final salary scheme should receive a statement of their retirement options automatically within one month following the date the benefit becomes payable. 

How long before normal retirement age should I be advised of my options in my money purchase pension scheme?

A member of a money purchase scheme should receive a statement of their retirement options automatically not less than six months before their normal retirement age.

Where can I find out more?

If you need more information, please contact us. A pension specialist from our team will be happy to help with whatever pensions-related question you have. Our help is always free.

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