Issue with our online cash-in application
We recently contacted a small number of customers by email to let them know about a technical issue that affected online cash-in requests.
If you received an email from us with the subject line "We're sorry - please complete your pension request" we want to reassure you that it is genuine.
What happened?
Due to a temporary technical issue, some online requests to cash-in money from a pension with us weren't successfully submitted for processing.
This issue has now been resolved, but unfortunately we weren't able to recover the application details - only the email address used in the application.
As a result we've contacted affected customers to let them know the request will need to be completed again, either online or over the phone.
What do you need to do?
If you received this email, please either:
- Return to our online application to submit a new request
- Call our Customer Support Team on 0345 305 5552 and we'll help you complete it over the phone
How to check the email is genuine
You can trust this message if:
- It came from donotreply@thephoenixgroup.com or email@alerts.thephoenixgroup.com
- It didn't include your name or specific accountdetails - this is because we were unable to to recover that information
- It asked you to visit our official website
If you're ever unsure, please call us directly and we'll be happy to help.