Contact us

We’re currently only able to answer queries that have limited online guidance, because of the measures we’ve had to take due to the Coronavirus outbreak. And you may, temporarily, experience longer than usual wait times.


Please check our online help and support before getting in touch.


If you do need to get in touch, please contact us online.

Activate your Online Services account

After you’ve registered your details we’ll email you ¬- click the link in the email to activate your account. Each time you log in we’ll ask for your password and two letters from your security word.

Forgotten your password or security word

If you can’t remember your password or security word click ‘Forgotten your password?’ or ‘Forgotten your security word?’ on the login page. After you’ve provided us with your login email address/user ID we’ll send you a link to reset your security details.

Change my password or security word

You’re able to change your password and security word. You can do this by clicking the ‘change my password’ or ‘change my security word’ from the grey menu once you’ve logged in to Online Services.

If you think that somebody knows your login details and may be able to gain access to your accounts, you should change your login details as soon as possible.

Accounts

You’ll see a list of all the accounts currently set up with us. You can expand the accounts by selecting ‘Show accounts’ beside the employer’s name. To scroll through the accounts you can use the arrow buttons.

You’ll also see a list of any accounts that you’ve begun to set up which are not yet complete. You’re able to select the account to return to the set up process.

If an account is missing please contact us on 01293 586666.

Manage users

You can see a list of people that have access to accounts. You’re able to change which accounts they can access by clicking ‘edit’ beside their name. To add a new user click on the ‘add a new user’ button – we’ll then ask for their email address so we can send them details about registering.

Upload employee data file

This is the online process used to provide The People’s Pension with details of the employees joining the scheme. This includes those who are being automatically enrolled, and those who have opted in or joined the scheme – along with employees already in the scheme and the values of the contributions to be paid into their pension pots.

Employee data is usually submitted to the account by the administration contact, or another party who has been granted access to the account – for example, a payroll provider used by the employer, or their accountant.

The account users should familiarise themselves with the process used to submit employee data. The file upload process contains a training mode which should be used before the first submission of employee data. To use this tool click the ‘Training mode’ box.

You’ll find useful guides and templates in our resource library

File options
 
Upload my file

You can upload an employee data file with automatic enrolment statuses and contributions already included. If so, we won’t work out who should be put into the scheme or make suggestions about contribution amounts.

Assess my file only

We can assess an employee data file to suggest who should be put into the scheme and calculate contribution amounts. We’ll provide you with a summary so that you can update the payroll before uploading a file. This is known as the first pass process.

Assess and upload my file:

You can upload an employee data file and we’ll work out who should be put into the scheme and calculate contributions. You’ll have the chance to make some amendments before the file is uploaded. This is known as the second pass process.

Column headings

Please tick the box if the file has column titles in the first row. It's easier if the headings in our data file requirements guides resource library are followed.

Date format

Use the date selection to let us know which format the dates in the file are. All the dates in the file must be in the same format.

File selection type

You’re able to upload CSV or Microsoft Excel files that end in .csv, .xls or xlsx We recommend you upload the file in training mode first so that you can practice, once you’re happy, you can upload the file.

We’ll check the format of the file and look for any issues that may stop this from being processed. If there are issues we’ll show you these and ask you to correct them before uploading the file again.

Direct from payroll

We've received an employee data file directly from a third party payroll provider. You're able to download the processed file for your own records. All you need to do is make a payment.

Pay period details
File start and end date

Each employee data file you upload will have a pay period with a start and end date. This pay period doesn’t necessarily relate to the period an employee is being paid.

  • Earnings period – the period of time in which a person earns money
  • Pay period – the period of time in which a person is paid

For example, if an employee is being paid on the 10th June for the hours they worked the week before (1st to 7th June) the pay reference period start date would be the 8th June.

Pay frequency

This is how often employees are paid – weekly, monthly, two weekly or four weekly.

Tax basis

Net – employee contributions will be submitted after deducting tax.
Gross – employee contributions will be submitted before deducting tax.

Error reports

If a file fails to be processed by us we'll produce an error report explaining the reasons we were unable to process it. As we're receiving employee data files directly from a third party provider, we'll provide the error report to them so that they can correct the file. You can download a copy of all the error reports we've produced.

Leaver reports

When you inform us that an employee has left the scheme we will create a leaver report. All the reports we produce will be stored for you to download.

Manually enter employee data

You’re able to amend some of the details we hold for an employee. Please ensure you update these details on payroll. You can update an employee’s forename, date of birth, contact details and unique ID. You can also provide us with their National Insurance number – although if we already have one for them you can’t change it. If you need to amend an employee’s surname or National Insurance number, contact us using the form in the ‘Help’ section of Online Services.

Manage scheme leavers and opt outs
Opt outs

If any employees have told us they’d like to opt out of The People’s Pension we’ll provide you with their details. Employees are able to opt out of the scheme within the first 30 days of enrolment. You should make sure that you update payroll to prevent contributions being deducted for someone who has left the scheme.

Opt outs with a refund due

If we’ve received contributions for an employee within the first 30 days of enrolment they’ll be entitled to a refund. We’ll calculate this for you and let you know if a refund is due. If so you can either request a refund payment to be made to the bank account being used to pay for contributions, or you can adjust the next payment that’s made. It’s then the employer’s responsibility to ensure any employee contribution refunds are returned to the employee.

Scheme leavers

If an employee decides to leave the scheme after the first 30 days, they’ll not be due a refund and we’ll mark them on our records as a scheme leaver. You should make sure that payroll is updated with this information. Any contributions we’ve received up to their leave date will continue to be held in their pension and invested for them.

Acknowledge employees who have opted out

If any employees have told us they’d like to opt out of The People’s Pension we’ll provide you with their details. Employees are able to opt out of the scheme within the first 30 days of enrolment. You should make sure that payroll is constantly updated to prevent contributions being deducted for someone who has left the scheme.

Opt outs with a refund due

If we’ve received contributions for an employee within the first 30 days of enrolment, they’ll be entitled to a refund. We’ll calculate this for you and let you know if a refund is due. You’re able to request a refund payment to be made to the bank account being used to pay contributions, or this can be adjusted with the next payment that’s made. It’s then the employer’s responsibility to ensure any employee contribution refunds are returned to the employee.

Acknowledge employees who have opted out

When you acknowledge that an employee has opted out of the scheme, we’ll ask you to confirm that payroll has been updated. We do this to help the employer avoid deducting contributions for someone who has left the scheme.

Employee details

We’ll show you a list of all the employees you’ve told us about. You’re able to choose whether you only want to see opted out employees and you can download their details into an Excel spreadsheet. You can update some of their details and we’ll highlight to you when information such as the employees National Insurance number or address are missing.

Amend employee details

You’re able to amend some of the details we hold for an employee. Please ensure you update these details on payroll. You can update an employee’s forename, date of birth, contact details and unique ID. You can also provide us with their National Insurance number – although if we already have one for them you can’t change it. If you need to amend an employee’s surname or National Insurance number – contact us

Review employee details

We may need you to provide us with up to date address details for some of the employees on the account. This could be because they’re incomplete or because letters we’ve posted have been returned to us. We may also be missing important employee details such as a forename or National Insurance Number. Once you’ve made any updates make sure you also correct your own payroll.

Make a payment

If a payment is due on the account you can use the Direct Debit details already set up with us. Or if you’d like to set up a new Direct Debit, please download a Direct Debit mandate form from the documents section of Online Services.

Automated collection

Using this method we’ll automatically collect your pension contributions on or immediately after the date you’ve chosen. You can turn this off at any time by selecting ’deactivate’ (next to ‘automated collection’ on the payment screen). If you do turn it off, don’t forget you’ll need to make a payment every time you submit employee data.

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 five days of your collection date, we won’t be able to collect the money until the following month.

Using this method we’ll automatically collect your pension contributions on or immediately after the date you’ve chosen. To ensure your contributions reach us by the 22nd of the month, you can only select an automatic collection date between 1st and 19th 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 11th 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).

Direct payment

Using this method you can choose the amount you’d like to pay and the date you want us to take the payment. You’ll need to do this each time you submit your employee data. You can change to automatic collection if you want – just select ‘activate’ (next to ‘automated collection’ on your account home screen).

Money laundering ‘Know your customer’ regulations

We have a responsibility to make sure we know as much information as possible about the companies we’re doing business with. When an account is set up with The People’s Pension we carry out identity checks on the owners of a company, as well as checks on the company itself. As part of these checks, we’re required to see evidence of the source of the company’s funds, so we ask to see evidence of the bank account being used to pay pension contributions.

Request a refund

The account balance may be in credit – either due to a refund of contributions for employees that have opted out, or due to an overpayment. If the account balance is in credit with us there are two options:

  • 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 the employer. 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.

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.

Money laundering ‘Know your customer' regulations

We have a responsibility to make sure we know as much information as possible about the companies we’re doing business with. When an account is set up with The People’s Pension we carry out identity checks on the owners of a company, as well as checks on the company itself. As part of these checks, we’re required to see evidence of the source of a company’s funds, so we ask to see evidence of the bank account being used to pay pension contributions.

Account transactions

We'll show you all the account transactions, including any payments made to us and any refunds we've sent back. You can download a statement, view the account balance and see when the next Direct Debit is due to be collected.

Payment schedules

You'll be able to see all processed payment schedules within the account transaction section of Online Services. The payment schedule shows which benefits have been added to each employee.

Worker groups

A worker group is a group of employees who have the same contribution level. You can set up as many worker groups as you need. For example, you may have a group of employees contributing 5% of their qualifying earnings and another group contributing 7%, so you'll need two worker groups.

Worker group identifier

The worker group identifier is used to differentiate between worker groups. It's important as it'll need to be provided each time employee details and contributions are submitted.

Worker group description

This is the description used to identify this group of workers – for example, directors or team leaders. It's to help identify one worker group from another.

Basis of contributions

This describes which of the employee’s earnings are used for calculating their pension contributions. There are three main definitions:

  • Qualifying earnings – is the band of earnings between £6,240.00 and £50,000.00 a year (for the 2020/21 tax year) and is made up of the following components: salary, wages, commission, bonuses, overtime, statutory sick pay, statutory maternity pay, ordinary or additional statutory paternity pay and statutory adoption pay.
  • Pensionable earnings – Is the pay on which an employer bases their pension contributions and should include basic pay as a minimum.
  • Total earnings – salary, wages, commission, bonuses, overtime, statutory sick pay, statutory maternity pay, ordinary or additional statutory paternity pay and statutory adoption pay.
Tax relief

The employer deducts pension contributions from the employee’s net pay, after the employer has deducted PAYE tax, National Insurance etc. HMRC calls this relief at source. Employee contributions are sent to us after tax is taken. So for example, if you state 5%, the employee pays 4% and we reclaim 1% at the basic rate from HMRC. Employees who are higher or additional rate tax payers then need to reclaim any additional relief through their self-assessment tax returns. More information is available from HMRC.

Employer contribution

This is the employer's contribution percentage to be paid for this worker group. This figure will be displayed on the joiner information we send employees when they join the scheme.

Employee contribution

This is the employee contribution percentage that will be paid for this worker group. This figure will be displayed on the joiner information we send employees when they join the scheme.

Amend worker group settings

You’re able to amend the values of employer or employee contributions for a worker group, although these contributions can’t be lower than the minimum amounts set by The Pension’s Regulator.

Company details

If any company details are incorrect, please submit a query to us using the form in the ‘Help' section of Online Services.

Administration contact

We'll contact this person first if we need information about the account. This person is primarily responsible for the day to day operation of the account.

Web browsers

Online Services uses 128-bit encryption technology on all online communication. Current browsers support this technology but older browsers may not.

Online Services works with the following browsers:

  • Internet Explorer 9 and above
  • Chrome version 16 and above
  • Firefox 10 and above
  • Safari 4.0 and above.