FAQs on the Web

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You can register by clicking the Register button in the Member Registration section of the FAS Homepage.

If you’re having trouble, please contact us on 0330 678 0000 or +44 (0)208 406 2121, if you're overseas.

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

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

A one-time passcode is 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.

These codes expire after 10 minutes and can only be used once so please delete your code 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)
  • 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 code.

Please call our Contact Centre on 0330 678 0000 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 don't enter the six-digit code within ten minutes during registration then you'll need to call us on 0330 678 0000 or +44 (0)20 406 2121 if you're calling us from abroad.

If you enter the one-time passcode 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 two more times to enter the same code. 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.

If you make more than three incorrect attempts to enter the one-time passcode, you’ll lock your account. If this happens during registration, you'll have to give us a call 0330 678 0000, or +44 (0)20 8633 4902 if you're calling us from abroad.

If you get this error message, please check that you entered your date of birth, phone number, email, reference number and National Insurance number correctly. 

If you use your keyboard to type in your date of birth, it should be entered dd/mm/yyyy format. 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.

If you are using the UK number:

  • The UK country code is pre-selected on the drop-down menu, so enter the number without ‘0’ in front.
  • Make sure there are no gaps between any of the numbers you enter, e.g., 7123456789.

If you are using 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. Don’t enter any other characters or spaces.

You may want to set your preferred method of contact to email if you want us to contact you by email rather than post. 

You can choose anything as your username, as long as it’s easily remembered by you. We recommend choosing your email address.

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 click on the Forgotten Username link in the Member Login section and add your details such as Surname, Date of Birth and National Insurance Number.

Your username will be emailed to you within 10 minutes, provided all the details match what's on our system.

If the email doesn''t come through, please call us on 0330 678 0000, and we'll gladly 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 to receive your one-time passcodes on. After submitting those details, you’ll receive the six-digit code, you’ll then need to enter to proceed. You’ll then have to type in your new password twice. 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 FAS 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:

Financial Assistance Scheme
PO Box 287
WYMONDHAM
NR18 8EZ

If you're unsure what documents to upload or to send us, please don't hesitate to give us a call on 0330 678 0000.

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:

Financial Assistance Scheme
PO Box 287
WYMONDHAM
NR18 8EZ

If you're unsure what documents to upload or to send us, please don't hesitate to give us a call on 0330 678 0000.

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:

Financial Assistance Scheme
PO Box 287
WYMONDHAM
NR18 8EZ

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 678 0000.

If you’re on a page for more than 10 minutes without clicking on anything, the member website will time out. When this happens, you'll get a message telling you that your session has expired and you'll need to log on again using your username and password. This is a security feature.

To change your mobile phone 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 678 0000.

You can now choose your communication preference either through email or by Post. To do so, navigate to the ‘My Details’ title in the main menu and click ‘View Personal Details’. Scroll down to Communications section and click on the ‘Update my Communication Choice’ button to select your preferred way of communication.

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 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 in the top right corner of 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 receiving FAS payments from us then you will be able to view your P60s by selecting ‘My Payslips’ under ‘My Payments’. 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 receiving FAS payments from us then you will be able to view your payslips by selecting ‘My Payslips’ under ‘My Payments’. 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 FAS payments, you may find your online benefit statement under ‘My Payments’ in the main navigation menu.

The online benefit statement is an estimate of your FAS payment at your normal retirement age, ignoring future inflation. It’s based on the information we hold about you.

  1. The benefit statement provides an estimated value of your FAS payment at normal retirement age. This allows for increases on your payment in line with inflation based on FAS rules up to the current date.
  2. From 1 April 2020, the cap has been set at £36,717. This is an increase of 1.7% from the 2019/20 cap which was £36,103. The increase reflects the level of inflation over the period. If your FAS payment exceeds this figure, the cap will be applied to the figures shown on this statement.
  3. 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 calling 0330 678 0000 or using the secure mailbox to send us a message.

The benefit modeller tool is for members who are eligible to take up to 25 per cent of their FAS assistance as a tax free cash amount. By dragging the slider you can increase or decrease the amount of tax free cash. Dragging the slider to 100 allows you to see the full amount of tax free cash available to you. 

The bars show you a visualisation of how the tax free cash amount you have selected will impact your annual pension. Underneath the bars is a green + button. Selecting this button will open the comparison table. You can save your options to the table and compare them side by side.

The benefit modeller visualises what your FAS payments might be at your normal retirement age and, if eligible, your available lump sum entitlement. The figures are based on the information we hold about you and the calculations ignore future inflation.

  1. You may be able to take some of your FAS payment as a Pension Commencement Lump Sum (tax free cash). When this is the case, the benefit modeller will show a ‘maximum lump sum’ figure and the amount of annual FAS payment you’re entitled to after allowing for the lump sum. You can then use the modeller to select lower percentages of the lump sum that’s available to you. These figures are calculated using the current factors which convert annual FAS payments into a cash amount. Bear in mind that these factors could change. You can view our factors here.  
  2. If you are a top-up member, your former scheme will have secured benefits for you before the scheme fully wound-up. As a top-up member you’re not eligible for a tax free cash lump sum from the FAS, but if your scheme bought you an annuity you may be eligible to receive one from your annuity provider. You should contact them for more details.
  3. The higher the lump sum you select, the lower the annual FAS Payment you’ll be able to receive. You won’t be able to give up all your annual FAS assistance for a lump sum amount as there is a maximum limit to the amount of lump sum you can take. 
  4. The benefit modeller shows lump sum figures and annual figures rounded down to the nearest £1. 
  5. The FAS payment figures shown above are estimates and cannot be guaranteed. 
  6. From 1 April 2020, the cap has been set at £36,717. The new cap will apply to all members retiring on or after 1 April 2020. If your FAS payment exceeds this figure, where appropriate, the cap will be applied to the figures shown on the modeller.
  7. The benefit modeller provides an estimated value of your FAS payment at normal retirement age. This allows for increases on your payment in line with inflation based on FAS rules up to the current date (i.e. the day you use the benefit modeller to produce an estimate of your FAS payments). However, note that the benefit modeller ignores future inflation which means all values are in today’s money.
  8. There are certain circumstances where the benefit modeller may not be able to produce an estimate of your FAS payments. If that’s the case, you’ll need to get in touch with us for a retirement quote by using the contact details shown below.

Contact us

Send us a secure message (*you need to be registered and logged in to this website in order to use this function. You'll be notified when you’ve a reply from us and this is the safest way to raise a general enquiry or complaint.)

By giving us a call on 0330 678 0000 or if you are overseas +44(0)208 406 21 21.

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 678 0000 or writing to us at PO Box 287, Wymondham, NR18 8EZ.

 

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