Help Centre for Employers

How do you manage auto enrolment refunds?

We do not collect contributions for employees who are in their opt out period, even if they have opted in. This gives you the flexibility to manage the refund process internally. Once an employee’s opt out window has closed we will collect all of their contributions since they joined the scheme. Employees who have opted out after their opt out period, are not eligible to have their contributions refunded.

Payments will be deducted using the Direct Debit Mandate and based on the gross contribution totals shown in the files which you upload into the portal (unless in the opt out window). Our scheme is a “Net Pay” arrangement and not “Relief at Source”, therefore contributions are deducted from the employee’s pay as a gross amount before tax is calculated.

However, if an employer believes there has been an error and they are entitled to a refund please contact our client support on: 0 330 100 3399

Related resources

Who processes and pays opt out refunds to the individual and the employer?
Can an employee be refunded before their opt out request has been processed?
Will all the contributions be paid back if a member opts out?

I'm excited by the opportunity to help bring to the UK auto-enrolment market NOW: Pensions, a customer-friendly and responsive trust-based alternative to NEST and to contract-based offerings. — Chris Daykin, the former Government Actuary
Why do we insist on having a choice of fund manager when the evidence shows there is usually no benefit to be gained…and there is always a negative impact in terms of cost? — Anthony Hilton financial editor of the Evening Standard writing in Pensions World, June 2013
I firmly believe in NOW: Pensions' principle that everyone deserves the right to a better retirement. I look forward to being part of the team which aims to achieve this in the UK. — Win Robbins, former Head of European Fixed Income Barclays Global Investors
“Redington’s Investment Committee assigned an Approved Rating to the NPI DGF and positive on the fund.” — Redington
Over a short period of time, NOW: Pensions has established itself as a respected and credible player in the UK workplace pensions market attracting thousands of employers and hundreds of thousands of members. Joining the team at such a crucial time… — Jocelyn Blackwell, Founder of Dunnett Shaw and Raising Standards in Pensions Administration