now:u by now:pensions

I submitted the same electronic copy of my P60, received directly from my employer, to update both my address and National Insurance number on my pension account. Initially, my request was rejected on the basis that no original document had been provided. However, the same P60 was subsequently accepted to amend my address, while my National Insurance number correction continued to be rejected because the document was allegedly “not original”. This makes no sense. If the document was acceptable for one amendment, why was it not acceptable for the other? I have repeatedly asked for an explanation and have never received a clear response. I do not know how I am supposed to provide an “original” P60 when employers issue them electronically. I submitted the exact document provided by my employer and even supplied additional evidence confirming my National Insurance number. The process has been inconsistent, frustrating, and poorly communicated. Based on my experience, I would not recommend this service.

This pension service feels like an absolute scam. No one listens to you, and their customer service is nothing but a joke. Every time I call, I get the same useless response: “someone from the team will contact you” or “send us an email,” but nothing ever happens. It’s clear they don’t care about their customers at all. I’ve called 3-4 times over more than a month just to update my home address, and yet, no action has been taken. Their team is completely unresponsive and indifferent to customer needs. This level of negligence is unacceptable, especially when it comes to people’s retirement money. I’m done waiting and seriously planning to transfer my pension elsewhere. This company clearly does not value its clients and is only interested in taking your money without providing any real service.

Very pleased that I can check all my pension details quickly - all the payments I’ve made, how much I have invested and where.