If you have a question that is not answered below please contact us.
- Will COVID-19 affect my pension?
Your pension is safe and secure. Despite the impact this pandemic has had on the global economy and financial markets, whether you are a pensioner receiving your pension or a policyholder with a pension due when you retire, the benefits we have promised to pay you now and in the future will not be impacted.
- Will Brexit affect my pension?
For the latest information regarding how Brexit may affect your pension, please see our Brexit update page.
- My bank is closing my UK bank account because of Brexit, what will happen to my Rothesay pension?
If the bank or building society account that we pay your Rothesay pension in to is closing, you need to open a new account and send us a revised bank mandate form as soon as possible.
Please contact us immediately if you need a bank mandate form. If you do not have our contact details to hand, please use our Contact page.
When choosing your new banking facility, you may want to consider:
- an alternative UK bank or building society; or
- a banking arrangement in your resident country
If we do not receive a new bank mandate form from you before your next pension payment is due, we will continue to pay your pension in line with your existing instructions. If your account has been closed, the payment will be rejected by your bank or building society. They should notify us of the rejection within 5 working days and return the payment to us. We will contact you directly should any payment be rejected and request new payment instructions. Once a new account is in place we will ensure any payments that were rejected are made to your new account.
- How can I protect myself from scammers?
If anyone contacts you out of the blue about your pension, there is a high chance that it is a scam - do not give them your details.
To learn how to protect yourself from pension scams visit the Financial Conduct Authority’s website.
- What happens if I make a complaint?
We will provide a solution as quickly as possible. Please provide your policy number or National Insurance number when contacting us to help us do so. If you do not have our contact details to hand, please use our Contact page.
On receiving details of your complaint we will:
- Acknowledge your complaint within five working days of receipt of your call or correspondence
- Investigate your complaint thoroughly and endeavour to send a final response to you within four weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update
- Endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response
- If it has been more than eight weeks since you informed us of your complaint and it has not been satisfactorily resolved, you may contact the Financial Ombudsman Service (FOS) using the details below.
Telephone: From UK: 0800 023 4567 or 0300 123 9123, from abroad : +44 20 7964 0500
Post: Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR
- Why is my pension now with Rothesay?
We do not sell pensions direct to individuals. You will have built up your pension in a company pension scheme or with another insurer. You would have then become our policyholder as a result of either a:
- Buy-out: The trustees of your previous pension scheme transferring responsibility for your pension benefits to us.
- Part VII transfer: Your previous insurer transferred your policy us following a legal process known as a “Part VII transfer”.
- Will my policy include the AVCs I paid into my previous scheme?
If you paid Additional Voluntary Contributions (AVCs) into your previous scheme, they may have been transferred to us. If they were transferred with your main scheme benefits, they will be used to provide you with pension benefits under your policy.
- Can I get a summary of my pension benefits?
Yes, please contact us to request details of your benefits. If you do not have our contact details to hand, please use our Contact page.
- Do I have to pay any charges connected to my policy?
Although you may have made contributions to your pension in the past, there are no contributions, charges or fees to pay on your policy.
- What happens to my policy when I die?
In the event of your death, your spouse, civil partner or dependent children may be eligible for dependant's pensions. A lump sum may also be payable.
Please make sure we have an up-to-date Expression of Wish form to help guide us on who should receive any lump sum payable on your death.
You can contact us to request a new form or download one here:
- When do I need to complete an Expression of Wish form?
You can complete an Expression of Wish form at any time. If you have not yet completed a form we recommend that you complete a form as soon as possible.
You should also consider completing a new Expression of Wish form (to update your death benefit nomination(s)) whenever your personal circumstances change.
If you submit more than one Expression of Wish form, we will only take the latest we have received into account in the event of your death.
You can contact us to request a new form or download one here:
- What happens if I die before I submit an Expression of Wish form?
The fact that you have not completed an Expression of Wish form will not prevent us from paying any lump sum death benefits in accordance with the terms of your policy but we will have no way of taking your wishes into account when deciding who will receive the payment.
- How many people can I nominate on my Expression of Wish form?
You can nominate as many people as you wish.
If you nominate more than one person please specify (as a percentage) the proportion of the lump sum death benefit that you would like each individual to receive. The total proportions must equal 100%.
If you would like your benefits to be paid to an individual upon your death please provide their full name including their surname, all forenames and their title (e.g. "Mrs Mary Jane Smith").
If you would like your benefits to be paid to your estate upon your death, please write “To My Estate”.