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Portal FAQs

Frequently Asked Questions



Q: I've attempted to register but I'm getting a 'contact the Fund' message, why does this happen?

A: This usually happens when you already have a Pensions Portal account set up. If you have registered for the Pensions Portal previously, please click here for information on how to re-set your login details.

Q: I'm trying to register or re-set my login details but it is telling me there is an issue with my national insurance number, what do I do?

A: Your national insurance number must be entered with capital letters. If you have previously entered your NI number incorrectly, please refresh the page before trying to re-attempt your registration.

Q: I've tried to login but I'm getting a 'not recognised' error message, what do I do?

A: If you have already registered for the Pensions Portal, you may not be entering your username, password or security answer correctly. Please click here for information on how to re-set your login details.

Q: I've uploaded my beneficiary details but they aren't showing on screen, why is this?

A: There is an outstanding issue which is affecting some of our Pensions Portal users and the way that their nomination forms are displayed. In some instances, the nomination details aren't appearing in the nomination form view, despite the nomination form being updated. If you update your nomination form and you receive a letter in the post confirming this, please be assured that your information has been updated. If you are affected by the issue and you want to check that your nomination form has been received, please contact us. Please accept our apologies for any inconvenience caused.

Q: I need a cash equivalent transfer value, can I calculate this on the Pensions Portal?

A: You can't calculate a cash equivalent transfer value on the Pensions Portal but the Fund can calculate one transfer value in any 12 month period for you. To request a transfer value, please send us a secure message using the 'My Messages' feature of the Pensions Portal. Transfer values vary depending on whether they are for pension transfer or for divorce valuation purposes, so please let us know which type of value you need in the secure message.

Q: I'm getting a site not secure/security certificate error message, what does this mean?

A: As internet browsers update over time, you may see the following error messages:

  • Site Not Secure Error
  • Security Certificate Error
  • SSL Error

We are aware that different internet software recognises internet security at different levels, which is why you may be receiving the warning. This error doesn't happen very often, however it is more common for users of Google Chrome and Mozilla Firefox.

We can assure you that My Pensions Portal has gone through rigorous testing to ensure that it is compliant with current security measures, therefore you can be confident to continue to access the site securely if you have the option to do so.

If your browser is preventing you from accessing the site completely, we recommend that you use another internet browser or device.


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We hope that this page provides the answers to your Pensions Portal questions however if you still need our support, please contact us

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