FAQs on the Web

You'll be invited to register on our member website when your former scheme is transferred to us.

Browse to www.ppf.co.uk/members and click the blue 'Register' button on the home page. Follow the instructions to complete registration.

When you registered on the PPF member website, you created an account with your personal login details: a username and password. Enter these in the login fields on the home page and fill out the one-time passcode you'll receive afterwards to your nominated phone number.

We use one-time passcodes to keep your personal information secure.

It's a unique six-digit number generated when you log-in, register or reset your password.

The six-digit code will be sent to your mobile phone as a text message. You will need to enter your one-time passcode every time you log-in, register or reset your password.

Please note, a one-time passcode can only be used once so please delete it after use.

No, you can’t use landline numbers to receive the one-time code currently. However, you can still register your mobile number to receive the one-time code. You will receive the one-time code as a text message on your mobile phone.

If you aren’t receiving one-time code on your mobile:

• Check your signal.
• Do you live abroad? Make sure you entered your phone number with your country code (e.g. +3319302020 - Please read our FAQ 'How do I enter my phone number?' to find out more)
• SMS regulations can vary from country to country which could impact your ability to receive messages. Please contact your provider if you are abroad and not receiving your one-time passcode.

Please call our Contact Centre on 0330 123 2222 if you continue to experience difficulties.

Each one-time passcode is valid for 10 minutes. If you don't enter the six digit code within 10 minutes during login or a password reset, you'll need to restart the login or forgotten password process to generate a new code.

If you enter the code within 10 minutes of receiving it but you get the message 'Incorrect Authentication Details' on your screen, you may have mistyped some digits. You can try and enter the same code within these 10 minutes two more times. If the same error message shows after three attempts, click the 'Cancel' button and restart the login or forgotten password process to receive a new code. Otherwise, you'll lock your account.

If you get this error message, please check that you entered your date of birth, phone number, email, and National Insurance number correctly. To find out more about the correct formats, please read the FAQs 'How do I enter my date of birth correctly?', 'How do I enter my phone number?', 'How do I enter my email?'  and 'How do I enter my National Insurance number?'

You can either fill out your date of birth by typing it in the box directly, or by selecting it on the calendar.

If you choose to enter your birthday by typing it, do this in the dd/mm/yyyy format. E.g. if your birthday is 16 February 1958, fill out 16/02/1958.

If you want to use the calendar, make sure you select the month first, followed by the year, then finally the day. Not following that order will prompt the calendar to close.

Are you using a UK phone number?

• Enter the number as it is, you don’t need an additional code.
• Make sure there are no gaps between any of the numbers you enter.
• E.g. 07123456789.

Are you using a non UK phone number?

• Find out what your country code is. If for example you're calling from France, the first digits you'd enter would be +33. Other country code examples are +1 for the USA, +61 for Australia, or +49 for Germany.
• The country code should be followed by your mobile phone number or landline. If your phone number starts with a zero, don't include it. E.g. if your French mobile number is 0123456789, you’d enter +33123456789.
• Make sure there are no gaps between any of the numbers you enter.
• If you have any problems registering your overseas number, please call us on +44 (0)20 8633 4902.
• If your details haven't been recognised on the 'Forgotten Password' page please try using the opposite method. So if you've entered your telephone number as +33123456789 please try 0033123456789 and vice versa.

Please enter your email in the following format: [email protected]

Your National Insurance number starts with two capital letters, followed by six digits and a final capital letter, e.g. AB123456C. Please do not enter any other characters or spaces.

This helps us complete and secure your contact details on our record. Some of our future services will include email, though you’ll be able to choose not to be contacted via email.

Memorable information is a set of personal questions only you know the answer to. It's an additional security measure that helps us identify you, and protect the data we hold about you.

You can choose anything – even your email address – as your username. As long as it’s easily remembered by you.

Your password needs:

• at least 9 characters
• at least one lower case letter
• at least one upper case letter
• at least one digit

You can have your username emailed to you.

Provided the details match what's on our system, you'll receive an email within ten minutes.

If the email doesn't come through, please call us on 0330 123 2222 and we'll be happy to assist.

If you forget your password, click on the ‘Forgotten password’ link on the home page. Enter your username and the phone number you previously registered with to receive your one-time passcode. Once you've entered the code you'll need to type in your new password twice (find more information under the FAQ ‘What can I pick as a password?’). Click the ‘Submit’ button and your new password is set. You can now log in.

If you want to send us a document you can do so while logged in to this site via our 'Send a document' tool which is located under 'Communications' in the main menu bar at the top of the screen.

If the document is in relation to updating name, NI number, date of birth or marital status please use the links found on the Personal Details page which can be found under 'My Details' in the main menu bar when you're logged in.

You can upload the following file types: bmp; jpg/jpeg; pdf; png and tiff. Each file can be up to 10Mb in size and you can upload a maximum of 10 files.

Yes. After logging in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. You’ll get an overview of your personal details, and can click the ‘Update’ button next to them if you want to make any changes. If the change you’re making requires you to upload a scan of a relevant document (or documents) you’ll be prompted on how to do so.

You can also select one of the other links in the list that will directly lead you to the pages to change your address, password, or memorable information.

Supported file types include: BMP; JPEG; JPG; PDF; PNG; and TIFF (max file size 5MB).

Keeping personal data secure is very important to us. Please do not email us to request changes to your personal information. Personal data in emails and attachments is what fraudsters look for.

If you've included personal data in your email or any attachments (including one of our forms), we won’t make any changes to your data. This is also the case if you're acting on behalf of one of our members.

If your email is a request or question that doesn't need a change to your personal details, we'll aim to respond within 10 working days.

We must verify your identity before dealing with your request. If you're enquiring on behalf of a PPF member, we'll need their details, and must hold the relevant authority from them before we can reply to you.

Please ensure you've included:

• Your full name
• AND your post code (if living in the UK) or Country (if living Overseas)
• AND your year of birth
• AND your PPF Reference Number OR Transferring Scheme / Employer Name OR The last 4 Characters of your National Insurance Number (NINO)

These can all be changed online providing you have scans of the appropriate documents ready to upload. When logged in, click on ‘View Personal Details’ which is accessible via ‘My Details’ in the main menu bar at the top of the page to view what we currently have on record for you. Click on the ‘Update’ button next to the information that needs to be changed and follow the on-screen instructions.

Please note that if the documents you're providing are not in English they need to be accompanied by a translation from a qualified person. You'll be able to upload supporting documents once your first document has been uploaded.

If you’re only changing your title, no document is necessary. Select ‘No Document – Title Change Only’ from the ‘What Document will you be uploading?’ dropdown menu on the ‘Update my name’ screen.

However, if you’re changing your title to 'Sir' or 'Dame' we'll need some supporting documentation in the form of a letter from His Majesty The King or Her Majesty The Queen Elizabeth II. Please send a copy to our postal address below.

To change your name we’ll need scans of any of the following depending on the situation

• Deed poll
• Driving licence
• Passport
• Marriage certificate
• Civil partnership certificate
• Birth certificate
• Revised birth certificate
• Decree Absolute

To change your National Insurance number we’ll need a scan of either:

• A letter from the HMRC confirming your National Insurance number or;
• A letter from the National Insurance office confirming your National Insurance number

To change your date of birth we'll need scans of:

• Birth certificate
• Revised birth certificate
• Driving licence
• Passport

Supported file types include: BMP; JPEG; JPG; PDF; PNG; and TIFF (max file size 5MB).

If you’re unable to register and log in, please send the relevant copies to:

Pension Protection Fund
PO Box 254
WYMONDHAM
NR18 8DN

If you're unsure what documents to upload or to send us, please don't hesitate to give us a call on 0330 123 2222.

You can change your marital status online but you’ll need to have to hand scans of the appropriate document to upload. When logged in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. Click the ‘Update my marital status’ button to start the process.

What documentation you’ll need to upload depends on why you’re changing your marital status.

Examples of documentation we need are:

• Marriage certificate
• Civil partnership certificate
• Decree Absolute

Supported file types include: BMP; JPEG; JPG; PDF; PNG; and TIFF (max file size 5MB).

If you’re unable to register and log in, please send the relevant copies to:

Pension Protection Fund
PO Box 254
WYMONDHAM
NR18 8DN

If you're unsure what documents to upload or to send us, please don't hesitate to give us a call on 0330 123 2222.

Unfortunately, you won't be able to update your gender online. In order to make these changes for you on our database, we'll need some supporting documentation. Please send copies of either:

• Your passport showing your affirmed gender or;
• Your old and new birth certificates that show your gender as assigned at birth and your affirmed gender

to:

Pension Protection Fund
PO Box 254
WYMONDHAM
NR18 8DN

To change your name (if it has changed) we’ll need a copy of your Deed Poll. If you have any queries please call us on 0330 123 2222.

After logging in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. You’ll get an overview of your personal details, and can click the ‘Change’ button next to the relevant item if you want to make any changes. You can also select one of the other links in the list that will directly lead you to the page to change your address.

Is your new address in the UK?
Then you can search for it by entering your house number and postcode and click the ‘Find address’ button. A list with one or several addresses will appear, and you just have to select the correct one. This will then show in the box below ‘New Address’.

Check if it’s the right address. If it’s not, you can either select another one from the list above, or fill out another postcode or house number and search again. Once you’re sure about the new address details, select ‘I agree the above is correct’, and click submit to complete the process.

Is your new address abroad?
Then you’ll have to fill out your details (new house number, street, town, postcode, and country) yourself, select ‘I agree the above is correct’ if that’s the case, and click submit to complete the process.

To change your mobile phone number – or your landline if that’s the number you used for registration and receiving one-time passcodes; an extra security measure is in place: you'll need to contact us on 0330 123 2222.

After logging in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. You'll get an overview of your personal details, and can click the ‘Change’ button next to the relevant item if you want to make any changes.

You can only change your home and work phone numbers online. You can do this by clicking the ‘Change’ button next to the relevant section under ‘View Personal Details’, a sub-menu of ‘My Details’.

To change the number you used for registration and receiving one-time passcodes an extra security measure is in place: you'll need to contact us on 0330 123 2222.

After logging in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. You’ll get an overview of your personal details, and can click the ‘Change’ button next to the relevant item if you want to make any changes.

In order to change your email address, you’ll have to enter your new email address twice, then click the ‘Submit’ button. In the next stage you’ll be asked to enter your password and click ‘Submit’ again to complete the process.

Once our email service is ready, you'll be able to choose your communication preference: do you want us to contact you via regular post, or electronic mail? Until then, this area on the website remains under construction.

After logging in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. You’ll get an overview of your personal details, and can click the ‘Change’ button next to the relevant item if you want to make any changes.

Enter your new username twice before clicking the ‘Submit’ button. You’ll then be asked to enter your password to confirm.

After logging in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. You’ll get an overview of your personal details, and can click the ‘Change’ button next to the relevant item if you want to make any changes. You can also select one of the other links in the list that will directly lead you to the page to change your password.

In order to change your password, you’ll have to enter your current password first. Then fill out your new password twice before clicking the ‘Submit’ button (find more information under the FAQ ‘What can I pick as a password?’). Your password will then be updated. Click ‘OK’ to be redirected to the ‘View Personal Details’ page.

After logging in, click on ‘My Details’ in the menu bar, then select ‘View Personal Details’ in the dropdown list. You’ll get an overview of your personal details, and can click the ‘Change’ button next to the relevant item if you want to make any changes. You can also select one of the other links in the list that will directly lead you to the page to change your memorable information.

Just select a question and enter your answer for each of the three memorable information dropdown lists, then click the ‘Submit’ button. Your information will be updated. Clicking ‘Complete’ will bring you back to the ‘View Personal Details’ page.

Under the menu ‘My Choices’ you can either select ‘Membership Details’ and click the ‘Change’ button next to the ‘Nominated Beneficiary’ section at the bottom of the page, or directly select ‘Nominate Beneficiaries’.

You will then have to fill out your relationship with (find more information under our FAQs on Bereavement), the name, and date of birth of your requested beneficiary. Tick the ‘Yes’ boxes below to agree with the statements, then click ‘Submit’. You’ll immediately be redirected to the ‘Membership Details’ page where your newly selected beneficiary will show.

Clicking on the small printer icon  on the screen and following the instructions will help you print the page you’re on.

To print your P60 or payslips click the ‘Print Document’ button above the file.

If you’re retired and receiving compensation from us, you’ll be able to see your P60s by:

• Selecting ‘Membership Details’ under ‘My Choices’ and clicking the ‘View’ button next to Payslips / P60. You will then see a list of all your payslips and P60s. Click on ‘View Payslip’ or ‘View P60’ next to the relevant file, this will show your payslip or P60 below.
• Selecting ‘My Payslips’ under ‘My Compensation’. A list of all your payslips and P60s will appear. Click on ‘View Payslips’ or ‘View P60’ next to the relevant file, this will show your payslip or P60 below.

If you’re retired and receiving compensation from us, you’ll be able to see your payslips by:

• Selecting ‘Membership Details’ under ‘My Choices’ and clicking the ‘View’ button next to Payslips / P60. You will then see a list of all your payslips and P60s. Click on ‘View Payslip’ or ‘View P60’ next to the relevant file, this will show your payslip or P60 below.
• Selecting ‘My Payslips’ under ‘My Compensation’. A list of all your payslips and P60s will appear. Click on ‘View Payslips’ or ‘View P60’ next to the relevant file, this will show your payslip or P60 below.

If you’re not yet receiving (part of) your compensation payments from the PPF, you may find your online benefit statement under ‘My Compensation’.

The online benefit statement is an estimate of your compensation at your Normal Pension Age(s), ignoring future inflation. It’s based on the information we hold about you.

• There are certain circumstances where we may not be able to produce your online benefit statement. If this is the case, you’ll need to get in touch with us for a benefit statement by using the contact details shown below.
• Your benefit statement only covers that part of your compensation that’s not yet in payment.
• This statement is an estimated value of your future compensation, ignoring future inflation.
• The online benefit statement shows figures rounded down to the nearest £10. E.g. an estimated value of £849 would show as £840, an estimated value of £9 would show as £0 on the online statement.
• If you’re viewing the online benefit statement while you’re past your normal pension age, this won’t take account of any increase for late payment that is due to you.

If you’re not yet receiving (part of) your compensation payments from the PPF, you may access the benefit modeller under the ‘My Compensation’ menu.

The benefit modeller visualises what your future compensation might look like at different ages and with different lump sum percentages. You can find guidelines on the benefit modeller page itself, or watch our helpful video guide in the Video Zone.

The benefit modeller visualises what your compensation might be at your selected retirement age and available lump sum percentage. The figures are based on the information we hold about you and calculations ignore future inflation before you retire.

• Please note that due to current high inflation, the figures quoted may overestimate what you receive if you decide to retire. If you're aged 55 or over and wish to retire during the next 3 months, you may be able use our Quote & Retire tool instead.
• The compensation figures shown in the modeller are estimated annual amounts and cannot be guaranteed.
• Changes in UK legislation mean that from April 2028 the minimum pension age is changing from 55 to 57. If you’ve not reached age 55 - or if you’re aged between 55 and 57 and have not chosen to take your PPF compensation - by April 2028, you won’t be able to do so until you turn 57.
• There are certain circumstances where the benefit modeller may not be able to produce an estimate of your compensation. If that’s the case, you’ll need to get in touch with us for a retirement quote by using the contact details shown above.
• The benefit modeller only covers that part of your compensation not yet in payment.
• The benefit modeller provides an estimated value of your compensation at the retirement age you select. This allows for increases in line with inflation based on PPF rules on your compensation up to the current date (i.e. the day you use the benefit modeller to produce an estimate of your compensation). However, note that the benefit modeller ignores future inflation which means all values are in today’s money.
• The benefit modeller allows you to select a retirement age which is earlier or later than your Normal Pension Age (NPA) ranging from 55 – the earliest you can receive compensation – to 75 if applicable. If you select a retirement age which is earlier or later than your NPA, the modeller produces figures using the factors that the PPF would apply today in the event of early or late retirement. Bear in mind that these factors are subject to change. You can find an overview of the factors we currently apply on our website.
  Find out more about early retirement factors.
  Find out more about late retirement factors.
• If you’re entitled to compensation at more than one NPA the benefit modeller will show your total entitlement at your selected retirement age. This is different to the benefit statement that shows the compensation you’re entitled to at each NPA separately. Also the total shown on the benefit modeller doesn’t equal the sum of the figures shown on your benefit statement. That’s because the modeller reduces or increases those parts of your entitlement taken before (early retirement) or after (late retirement) NPA.
• You may be able to take some of your compensation as a one-off cash lump sum. In that case the benefit modeller will show a ‘Maximum lump sum’ figure: the amount of annual compensation you’re entitled to exchange for cash. You can then use the modeller to select different percentages of the lump sum that’s available to you. These figures are calculated using the factors which convert annual compensation into a cash amount.
• The higher the lump sum you select, the lower the annual compensation you’ll be able to receive. There is, however, a maximum limit to the amount of lump sum you can take at retirement. Therefore, you won’t be able to give up all your annual compensation for a lump sum amount, unless you qualify for a PPF trivial commutation lump sum that allows you to give up your entire compensation in exchange for a one-off lump sum.
• In some cases, the rules of your former scheme may entitle you to a separate lump sum in addition to your annual compensation. However, if you’re entitled to such a lump sum, you won’t be able to exchange any annual compensation for a higher lump sum cash amount.
• The benefit modeller shows figures rounded down to the nearest £10. E.g. an estimated value of £849 would show as £840. An estimated value of £9 would show as £0.

Yes, you can retire online if you're over 55. Once you're logged in to this site, in the 'My Compensation' dropdown menu please select 'Quote & Retire'. Please check out our Quote and Retire FAQs for more information.

Target is a private company who specialise in finding and verifying personal details on behalf of pension schemes. The PPF works with Target to perform searches to make sure that the details we have for our members are accurate and up to date. If you receive a letter from Target, please get in touch with them as soon as you can with the information they’ve asked for.

Your successful registration means you've been verified for this year’s Target tracing exercise and needn't do anything further. The address pop-up window will only show if you’ve not confirmed your address with us for six months or more. Confirmation can be given through updating your address online, completing the pop-up or calling our Contact Centre.

It may be that there’s been a cross over in your recent contact with us, and Target writing to you to validate your details. If you’ve updated your details on the member website then there’s no need to reply to the letter Target has sent you. We’ll make sure Target are notified to say you’ve been in touch.

We’re happy to help you in any way we can. Below are some examples of ways we can help, but if you need anything that’s not listed, just let us know:

• If you have hearing or speech difficulties, you can use Relay UK to communicate with us by phone
• We can send documents in large print or Braille
• We’re trained Dementia Friends so we can give extra help to people living with dementia
• All our member-facing staff are trained to put people at ease and take extra time if needed.

If you’d like to contact us about your specific requirements, you can send us a secure message by logging into your account on our member site, calling us on 0330 123 2222 or writing to us at PO Box 254, Wymondham, NR18 8DN.