You want to take cash out of your pension savings with us. But the bank details you asked us to pay the money to failed our security checks.
This is easy to fix. You can send us documents so we can check your identity, address and bank account.
Once we’ve done this, we’ll process your request and pay your cash. This can take up to two weeks. You’ll get a message in your now:u inbox telling you when it’s done.
Checking your identity
You can send us any of the following:
- passport
- driving licence
- birth certificate.
Checking your address
You can send us any of the following. The document you send must be dated within the last six months.
- Gas, electricity or water bill.
- Telephone or internet bill.
- Bank or building society account statement.
- Council tax letter.
Checking your bank account
You’ll need to send us your most recent bank or building society account statement.
Sending your documents
You can send original documents or certified copies.
Please post original documents to us using recorded delivery. We’ll return them by recorded delivery within five working days. We’ll send them to the address we have for you, so please make sure it’s up to date.
A certified copy is a copy of a document that’s been signed by a witness. They must write ‘I certify this is a true copy of the original seen by me’ on the document, as well as their:
- name
- job title or profession
- business name and address (if they have one)
- telephone number.
And they must sign and date the copy.
Here is a list of the people who can certify a copy of a document. They can’t be related to you, living at the same address as you, or in a relationship with you.
- Public servants: local or county councillor, local government officer, MP, police or fire service officer, teacher, minister of religion, commissioner for oaths.
- Medical and health professionals: doctor, dentist, nurse, midwife, optician, pharmacist, chiropodist, podiatrist, occupational therapist, speech therapist, vet or veterinary nurse.
- Finance, legal or business professionals: accountant, solicitor, chartered surveyor, bank or building society official, Justice of the Peace, chair or director of a limited company, director of a VAT-registered company.
Important
We can only accept documents that match the name we’ve got for you on our system. If your name on the document you send is different from the one on our system – for example, you’re sending your birth certificate but your name has since changed – please also send a document confirming your name change, such as a marriage, civil partnership or deed poll certificate.
If you send a passport or driving licence, please make sure they’re current. We can’t accept expired ones.
