Pensions Portal – Terms of Use

This document contains the terms and conditions (“Terms”) applicable to your use of the Pensions Portal.

In these Terms:

  • “You” are the person who is has registered to use the Pensions Portal in relation to your pension provided by the Pension Scheme;
  • “Pension Scheme” is your pensions provider, as indicated in the Pensions Portal; and
  • “We” are Crown Agents Bank Limited, a UK-based bank that provides certain payment and other support functions to your Pension Scheme.We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 204456).

What is the Pensions Portal?

The Pensions Portal is an online service provided to you on behalf of your Pension Scheme.

You can use the Pensions Portal to access information relating to your pension, such as: your payment history, the foreign exchange rate that was applied to your payments, and your next scheduled payment date. You will be able to access financial information such as your P60 if you are a UK pensioner, or a “Statement of Pensions” if you are a pensioner in another jurisdiction.

Depending on the services that we provide to your Pension Scheme, you may also be able to use the Pensions Portal to:

  • amend certain information relating to your pension, such as changing your bank account details, updating your personal information, providing us with power of attorneys, and updating your next of kin details;
  • complete your Proof of Life verification by uploading your Life Certificates, or completing a facial authentication check, and view the status of your Proof of Life checks.

Please read the Privacy Notice which we have sent to you - it may also be accessed at pensionsportal.crownagentsbank.com/Privacy.aspx. It explains how we will collect and process your personal information. The Pensions Portal also uses cookies, which you will be given the opportunity to accept or reject.

1.  Terms and Conditions

1.1.  These Terms apply to your use of the Pensions Portal.

1.2.  We are providing you access to the Pensions Portal as part of the payment and other services we provide to your Pension Scheme.  The Pensions Portal is provided "as is" without any warranties (whether express or implied) of any kind. We do not accept any ongoing obligation or responsibility in respect of any errors, omissions, interruptions or delays in service which may occur.

1.3.  These Terms do not apply to your pension itself, including your pension entitlement or any pension payments.

Your pension, and your pension payments, are governed by the agreement between you and your Pension Scheme. We may only act on instructions from, or confirmed by, your Pension Scheme.

2.  Changes you make in the Pensions Portal

2.1.  You can use the Pensions Portal to update certain information related to your pension.

2.2.  Any changes you make are not effective right away. They must first be confirmed by your Pension Scheme. There may also be other reasons why your changes may not be immediately implemented, such as security or contractual reasons.

2.3.  We will not be liable to you if you suffer any loss due to any delays between the time when you make certain changes in the Pensions Portal, and these changes taking effect. You should try to make sure that you make any changes you need as soon as possible.

2.4.  We also will not be liable to you for any errors in the changes you make, or any changes that are confirmed by your Pension Scheme.

3.  Security

3.1.  We will ask you to confirm your identity when you log on. If we detect any issues, we may suspend, restrict or block your access to the Pensions Portal or the use of your security details.

3.2.  You must always keep your security details secure and not share them with anyone.

3.3.  We will never phone, text or email you asking for your password or other security details.

4.  Access to the Pensions Portal

4.1.  You can usually use the Pensions Portal at all times. Repairs, updates and maintenance on our systems may occasionally mean some or all of the services aren’t available or may be slow for a short time.

4.2.  We may suspend, restrict or stop your use of the Pensions Portal if we reasonably think this is necessary because, for example:

(a) we believe the security of your account or the Pensions Portal is at risk;

(b) we must comply with a legal or regulatory requirement;

(c) a systems failure has occurred; or

(d) there is another reason beyond our reasonable control.

4.3.  We may de-register you or suspend your use of the Pensions Portal or security details for security reasons if you haven’t used them for a long time or do not use them for 90 days after registering. If we do this, you can ask us to reactivate them but you may need to re-register.

4.4.  If possible, we will contact you before suspending, restricting or blocking your access to tell you we’re doing so and why. However, we may not always be able to contact you, for example because of legal or regulatory restrictions.

4.5.  You must not use the Pensions Portal or any other software we provide except for your own use. You may not adapt, alter, modify, copy or reverse-engineer it or allow someone else to do the same.

5.  How you can end this agreement

5.1.  You may end this agreement at any time without explanation or charge by calling our customer services number +44 203 903 2990, or by emailing PensionsServices@crownagentsbank.com

5.2.  Your use of the Pensions Portal is fully optional. If you do not wish to use the Pensions Portal, you can choose not to accept these Terms and continue to deal with your Pension Scheme as you do today.

6.  How we will contact you and how we may change the agreement

6.1.  We will usually contact you, including to notify you of changes, through the Pensions Portal itself. We may also use email, SMS, post, online notifications or any other messaging service.

6.2.  You must tell us, or your Pension Scheme, if your name or contact details change, including any email addresses, mobile phone numbers or other contact details. If you do not tell us, or your Pension Scheme, we will not be responsible if we cannot contact you or we use outdated contact details to send you information.

6.3.  Provided we give you at least 30 days’ notice in advance, we can change any of these Terms; or end this agreement. The notice period will start from the date we have sent you a notification of the change via the Pensions Portal, or via any other means.

6.4.  We can make a change for any legitimate reason, where the change is a reasonable and proportionate response to a change that we reasonably think will affect us. Examples of reasons include:

  • A change in regulatory requirements – for example, if the law changes or your Pension Scheme’s regulator changes its rules or guidance.
  • To reflect changes in the Pensions Portal available to you.
  • To do something that is to your advantage.
  • Any other change that affects us if it is fair to pass on its impact to you.

6.5.  If you do not want to accept a change we tell you about in advance, you can end this agreement by telling us before the change comes into effect. You can also end this agreement at any time after we make the change, but the change will apply to you until you do.

6.6.  We may choose not to enforce or rely on one or more of these Terms at any time, but we reserve the right to start applying them again at any time.

7.  How you can contact us

You can get in touch with us by calling us at +44 203 903 2990 or emailing us at PensionsServices@crownagentsbank.com. You may also contact us via the Pensions Portal using the “Contact Us” page. Telephone and email support is available in English and Spanish between 8am and 6pm GMT.

Calls may be monitored and recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service.

8.  Complaints

If you have a complaint regarding your pension, please contact your Pension Scheme. They will have a process in place for dealing with your complaints, which may also include the ability to raise a complaint to a formal body (such as the Financial Ombudsman in the United Kingdom) if you are not satisfied with their handling of your complaint.

9.  Law applying to these Terms

These Terms are governed by English law and any dispute arising out of or in connection with them shall be subject to the jurisdiction of the English courts.

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