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Frequently asked questions

Select a question from one of the lists below to view the answer.

Your plan FAQs

If you have any other questions about your plan, please contact us.

 What happens if I leave my employer?

If you leave your employer you can:

  • Continue to make contributions into your plan. Remember that the contributions your employer makes will stop.
  • Stop making contributions and leave the pension savings you've built up invested in the plan.
  • Transfer the pension savings you've built up to another pension plan. Transferring may not be in your best interests as you could lose valuable benefits which can’t be replaced. You should speak to a financial adviser before you make a decision.

What happens if I die before I start taking my pension savings?

Your plan can provide support to your chosen beneficiary in the following ways:

  • The value of your plan will normally be paid as a tax-free lump sum.
  • If your employer has added extra life assurance to your plan, the appropriate amount will be paid out as well.

If you've not chosen beneficiaries or would like to change your beneficiary details, you can do this using our mobile app.

 Can I increase my regular contributions?

Your plan has the flexibility to let you increase, decrease, stop and restart your contributions. However, before making any changes to your regular contributions you need to speak to your employer. They'll tell you what changes you can make and when you can make them.

You'll also need to consider what effect changing your contribution level may have on the contributions from your employer.

What about pension savings I've built up with previous employers?

If you have pension savings built up with a previous employer, you can:

  • Transfer the value of your existing pension savings into this plan. Transferring may not be in your best interests as you could lose valuable benefits which can't be replaced. You should speak to a financial adviser before you make a decision.
  • Contribute to both arrangements so long as you don't exceed the annual allowance.
  • Stop making contributions and leave the plan invested.

What are the charges?

We'll apply a charge for managing your plan.

Your illustration will show you the charges that will apply to your plan, when they will be deducted and how this may affect the value of your pension savings over its term.

What happens if I'm off work due to sickness?

If you're absent from work as a result of sickness or injury, you'll normally continue making contributions into the plan. If your employer makes contributions into the plan, ask them what would happen to these contributions.

What would happen to my plan if I went on maternity leave?

While on maternity leave, you can continue, reduce or stop your contributions - the choice is yours. And when you return to work, you can easily increase or start them back up again. If your employer makes contributions into your plan on your behalf, ask them what would happen to these contributions during maternity leave. Remember that reducing or stopping your contributions will reduce the amount you get back when you retire.

Can I change my mind?

If you're automatically enrolled, you can opt out of the plan. Your plan documents will tell you how and when you can do this.

As long as you opt out of the plan within your opt out period we will arrange for your contributions to be refunded to you. If you don’t opt out, your plan will continue.

Who do I contact with a query on my plan?

You can find our contact details in the Contact us section.

Who do I speak to if I have a complaint?

Providing our customers with excellent service is very important to us. But if there's anything you're unhappy about, our Customer Service team will try their best to resolve the matter.

If you want to make a complaint, write to our Customer Relations team at:

Royal London
Royal London House
Alderley Park
Congleton Road
Nether Alderley
Macclesfield
SK9 0EN

If you're not satisfied with our response you can complain to The Financial Ombudsman Service at:

Exchange Tower
London
E14 9SR

Telephone: 08000 234 567

Complaining to the Ombudsman won't affect your legal rights.

Online service FAQs

If you have any other questions about online service, please contact our web support specialists.

I get the message "It has not been possible to register your details at this time" when trying to register

You may have registered previously so it will not allow you to register again. Please contact our web support specialists for a reminder of your username.

I've forgotten my username

Please contact our web support specialists who will get you back online.

I've forgotten my password

If you can't remember your password go to the log in page and select `Forgotten password?', all you need to do is enter your email address and we'll send you an email to reset you password.
If you're still experiencing issues you can contact our Web Support 
If you can't remember your password go to the log in page and select 'Forgotten password?', all you need to do is enter your email address and we'll send you an email to reset you password. If you're still experiencing issues you can contact our web support specialists who'll get you back online.

What browsers do you support?

We currently support Internet Explorer, Firefox, Chrome and Safari.

What training and support is available?

Please contact our web support specialists if you need any training or support and we will be happy to help.

I'm having problems downloading documents

Please check that all pop-up blocker software is set to allow pop-ups from our website.

Can I change my address online?

Yes. Once registered you can change your address at any time.

Got a question about your retirement options?

Take a look at our
Retirement options FAQs

Contact us

Email us

0370 850 1991