Contact us about your pension savings
Manage your pension savings through your online account and app
Frequently asked questions
We are sorry to hear of your loss. We understand that this is a difficult time for you so to make it as easy as possible for you to notify us that one of our customers has passed away, please complete our online form.
We are sorry to hear of your loss. To let us know that a Defined Benefit customer has passed away, complete our Bereavement Notification Form
You can also call us on 03450 778 778 or email us on dbretirements@landg.com.
Monday to Friday, 9am to 5pm
Call charges will vary. We may record and monitor calls.
Legal & General Assurance Society Ltd
PRT Retirements Team
City Park
The Droveway
Hove
BN3 7PY
It would be helpful to have the information to hand:
- The Scheme Number
- National Insurance Number
- Full name, date of birth, address and date of the person's death to update the correct scheme
- Details of any surviving spouse, dependents or beneficiaries as well as any other representative details so that we can send documentation to the right address
- Death certificate
Yes, if your pension scheme offers this service, you may be able to make a one-off contribution payment to your pension at any time. This will be in addition to any regular contributions your employer is already making on your behalf.
Please take into consideration that one-off contributions you make are completely separate from your regular employer top-ups, contribution matching or salary sacrifice.
Mobile App - The quickest way to make a payment into your pension would be via the L&G mobile app. To make a secure payment, head to your Pension overview within the app, then scroll down and tap on the ‘Make a one-off contribution’ button.
Our app is available on both iPhone and Android, please use the link below to download L&G’s app
legalandgeneral.com/app/redirect
Bank Transfer – Alternatively, you can make an electronic payment using the below details. Our bank details are:
Bank: Barclays Bank plc, Sort code: 20-19-90, Account number: 40820199
Please quote reference: Your policy number (beginning with a 2)-your surname. For example: 2644829123-Smith.
When making an electronic payment, please send an accompanying email to mysinglepremium@landg.com including your full name, plan number and which fund you would like the payment invested in.
We'll send you an Options pack if you're approaching your selected retirement date.
This pack gives you details of the options available to you and the associated risks. The pack will also include a Request for Further Information and Risk Warning Questions document.
You'll need to complete the Risk Warning Questions and send these back to us.
Please note that we can only proceed with your request to access your pension pot if you’ve fully completed the Risk Warning Questions. This is a requirement by the Financial Conduct Authority (FCA) to ensure you get the right information to help you make an informed decision.
Once you've decided and told us which option(s) you'd like more information on, and you've answered the Risk Warning Questions, we'll send you a payment pack with details specific to the option(s) you've chosen.
You will also receive a Risk Warnings document, based on how you answered the questions in the first stage.
You'll need to complete all the relevant documents, including the Payment Instruction Form, and return them to us.
Once received, we'll action your request and send you confirmation.
Log in or register to find out more about your retirement options and request an Options Pack.
Apply
Complete and submit your transfer request. We'll need some basic details about you and the pensions you're looking to transfer, such as the name of the provider and your policy number (if you have it).
Wait
We'll start the transfer process and keep you updated by email, including if there are any features we discover that mean we can't transfer the pension and what your options are.
Transfer
If you've provided us with the pension details, this should be done within two to five weeks. If we've had to contact the pension provider to send us your policy details this can take up to 16 weeks to complete.
To start the transfer process, log in to your online account or download the L&G app.
Please visit our Transfer out page which explains the process and some important things to consider.
If you have been automatically enrolled, you can opt out within 30 days. Visit our WorkSave Choice website to:
Check and change your details
View pension scheme information
Opt out of your auto enrolment
If you have a workplace pension you can view your fund value online. Log in or register to My Account
If you have a Defined Benefit pension scheme there is no fund value, unlike a defined contribution scheme which has a fund value linked to investments which can then be used to buy an annuity on retirement.
In a Defined Benefit scheme the framework by which the pension is calculated is pre-determined.
You can change your pension details or contact information online. Log in or register to My Account
If your pension contributions come straight from your salary then you need to tell your payroll department about any changes you wish to make to them.
If you pay by your own direct debit, chat with our team, quote your plan number and tell us what you'd like to change your payments to.
You can increase or decrease your regular contributions, but you may have to meet a minimum amount.
Your employer may also restrict the number of times you can do this in a year.
Workplace Pensions
0345 070 8686
8.30am - 7pm Monday - Friday
Calls may be recorded and monitored.
Personal Pension
0345 678 0020
9am - 5pm Monday - Friday
Calls may be recorded and monitored.
We are sorry to hear of your loss. We'll do everything we can to make it as simple as possible and give you all the help you need.
If the person who has died had a personal pension starting with a S, please call us on:
Lines are open 9.00am – 5.00pm, Monday to Friday. We may record and monitor calls. Call charges may vary.
Write to us:
Personal Investing
Four Central Square
Cardiff
CF10 1FS
When you contact us, it would be helpful to have to hand the following information:
- Death certificate (if we can verify this over the phone you may not need to send it to us)
- Name, address, and date of birth of the person who has died
- Account number (if known)
Online
Our Personal Pension is a digital application, which you can apply for now
Phone
0345 678 0020
We're open 9am - 5pm, Monday to Friday.
Calls may be recorded and monitored.
Call charges will vary.
Your online account
The best way to contact us is to send us a secure message.
If you have a Workplace pension please email: employerdedicatedteam@landg.com
Make sure you don't include any personal, financial or banking information as email is not a secure method of communication.
Phone
0345 678 0020
We're open 9am - 5pm, Monday to Friday.
If you have a workplace pension, please call: 0345 070 8686
We're open 9am - 5pm, Monday to Friday.
Calls may be recorded and monitored.
Call charges will vary.
Step 1: Request the Open Market Options statement pack
- Before applying for drawdown, you will need to obtain an Open Market Options statement pack.
- To request this please contact us. Did you know you can do this through one of the following methods?
- Secure Message: Use the secure messaging system available in your My Account.
- Email: Please send us your request via email to PersonalPension@landg.com
- Telephone: Alternatively, your request can be made via telephone on:
0345 678 0020, by selecting option number 3.
Step 2: Accessing the Open Market Options statement pack
- Once requested, the Open Market Options Statement pack will be available in your My Account within approximately 30 minutes.
- Please log into your My Account and navigate to the Personal Pension homepage.
- Go to the Documents section to access the Open Market Options statement pack.
Step 3: Review the Open Market Options statement pack
- Open and carefully read the document. This pack provides important risk warnings and your options regarding making a withdrawal from your Personal Pension.
- After reviewing the document, close it and return to the Personal Pension homepage.
Step 4: Unlock the ‘Retirement options’ feature
- After reading the Open Market Options statement pack, the ‘Retirement Options’ feature will become available on your My Account.
- Click on the ‘Retirement Options’ feature.
Step 5: Apply for Drawdown
1. Upon clicking into the Retirement Options section, click the ‘Apply for Drawdown’ button.
2. Follow the application process to:
- Apply for your 25% tax-free cash.
- Place your account into drawdown.
By following these steps, you will successfully apply for a Legal & General Personal Pension drawdown. You will receive your tax-free cash within 10 working days.
Step 1: Log into your My Account
- Log into your ‘My Account’.
- Once logged in, please navigate to the Personal Pension homepage.
Step 2: Access the ‘Payments’ tab
- On the Personal Pension homepage, please locate and click on the ‘Payments’ tab.
- Under the Payments section, you will see details of your current regular direct debit payment.
Step 3: Amend your Direct Debit contribution
- Find the ‘Amend’ button located beneath your current payment details (marked with a pen icon).
- Click on the ‘Amend’ button to proceed to the next page.
Step 4: Fill in the New Payment details
- On the amendment page, please fill in the required details to change your direct debit contribution.
- After entering the new details, click ‘Submit’.
Step 5: Confirmation of the amendment
- You will receive a confirmation message on the screen confirming the successful amendment of your contribution.
- A Direct Debit confirmation document will also be available in your ‘My Account’ for your records.
Important note:
Legal & General requires a 10-working day grace period for the new payment amount to take effect in the same month.
- For example, if you amend your direct debit on January 1st, the new amount will not be effective until February 1st.
By following these steps, you can easily change your monthly contribution amount for your Personal Pension.
Step 1: Request an Open Market Options statement
- Before applying for a Regular income, you will need to obtain an Open Market Options statement pack.
- To request this please contact us. Did you know you can do this through one of the following methods?
- Secure Message: Use the secure messaging system available in your My Account.
- Email: Please send us your request via email to PersonalPension@landg.com
- Telephone: Alternatively, your request can be made via telephone on 0345 678 0020, by selecting option number 3.
Step 2: Accessing the Open Market Options statement pack
- Once requested, the Open Market Options Statement pack will be available in your My Account within approximately 30 minutes.
- Please log into your My Account and navigate to the Personal Pension homepage.
- Go to the Documents section to access the Open Market Options statement pack.
Step 3: Review the Open Market Options statement pack.
- Open and carefully read the document. This pack provides important risk warnings and your options regarding making a withdrawal from your Personal Pension.
- After reviewing the document, close it and return to the Personal Pension homepage.
Step 4: Access the ‘Withdrawals’ tab
- By reading the Open Market Options statement, the ‘Withdrawals’ tab will be unlocked in your account.
- Please click into the ‘Withdrawals’ tab.
Step 5: Set up a Regular Income
- Once on the ‘Withdrawals’ tab, please select the option to ‘Set up a regular income’.
- Please then follow the on-screen instructions to complete the set-up process.
Step 6: Receive confirmation
- After successfully setting up your regular income, a confirmation letter will be sent to your ‘My Account’ for your records.
By following these steps, you can easily set up a regular income from your Personal Pension.
You can transfer old pensions into your L&G pension through the L&G app or your online account. If you don't currently have a pension with us, you can open a personal pension and consolidate your old pensions into it.
We use Origo to complete your pension transfer. If your provider doesn't use Origo, you won't be able to start your pension transfer through your online account or the L&G app.
Instead, you should:
1. Request an application form. You can do this at the start of the transfer process by selecting “Non-Origo”. This will prompt us to create your information pack and send it to you. You can also do this by phone or email.
2. Send your completed form back to us by email or post.
3. Once we've received your form, we'll check the details and let you know if we need anything else.
To start the pension transfer process, you'll need:
- the policy number for your pension with us
- the provider’s name and policy number for your old pension pots
- to check your old pensions don't come with any benefits or guarantees
Please ensure your details are up to date with your old provider. Any details that don’t match will delay your transfer.
If you think you might have lost some older pension pots, try the government's free pension tracing service.
We won't charge you to transfer money in or out of your pension. Your other provider might, so check if they have an exit fee before you start. If you change your mind, you can cancel within 30 days of asking us to transfer. We'll send you a cancellation form after we process your transfer.
This is only applicable to personal pensions. For occupational pensions, it's usually not possible to return your money to your old provider. If your old provider agrees, we'll return your money (minus any investment loss). If they don't, your money stays in your L&G plan unless you move it elsewhere or take benefits (you need to be 55 or over).
Whilst your transfer is progressing there could be a short period of time when your money isn't invested. During this period the market could rise or fall, so you may miss out on some investment growth. For this to have considerable impact, the market would need to move significantly, this is a risk you should be aware of.
For frequently asked questions and contact information, please visit our customer lounge.