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How can I contact Smart Pension?
Got questions about your Smart Pension account? Here are the different ways you can contact us.
Member
How can I close a Smart Pension account?
To ensure a smooth process when closing a Smart Pension account, here’s what you need to do as an employer.
Employer
How are my contributions refunded when I opt out of the scheme?
Uncover how refunds work when you opt out of the scheme.
Member
How and when do you take employer contributions?
Find out how and when we take payment once you’ve uploaded your first contributions.
Employer
Help your employees by boosting their pension savings
Things to consider if you wish to make one-off contributions for your employees.
Employer
Groups
Learn how to create a new group of employees in your scheme
Employer
Finding your account name
How to find your account name if you've forgotten it
Employer
Employee next pay period date report
Review upcoming dates for employee contributions and identify any missed dates
Employer
Editing users
How to make changes to existing users
Adviser
Deleting users
How to delete users from your adviser account
Adviser
Completing identity and verification
How to complete identity and verification through your Smart Pension account
Member
Combining your pensions before retirement
Make preparing for retirement easier by combining your pensions into one
Member
Change who receives emails from Smart Pension
Choose who receives emails and other notifications about your Smart Pension account
Employer
Can I pay pension contributions using a bank transfer?
How to apply to pay by bank transfer if you're unable to set up a Direct Debit mandate
Employer
Bereavement process
Learn what happens to a Smart Pension pension pot when a member dies before accessing their retirement savings.
Member
Automatic postponements
Learn how to set up an automatic postponement period for all new members of your scheme.
Employer
Adding new users
How to add new users to your adviser account
Adviser
Adding multiple clients
Outlines required fields and types for multiple client imports
Adviser
Adding and viewing admins and signatories
View and add admins to your pension scheme.
Employer
Adding an individual client
A guide to adding a client you administer to your adviser account
Adviser
Adding a new employee
Learn how to add a new employee to your company
Employer
Add money at any time by making a one-off pension contribution
Boost your pension savings without committing to regular payments.
Member
Accessing your savings at retirement
Learn how to access your Smart Pension savings at retirement. Understand your options, how to start the process, and where to access help and guidance.
Member
Accepting an adviser invitation
A quick guide on accepting an invitation to advise a client
Adviser
About PAPDIS files
Learn more about PAPDIS files and the answers to some commonly asked questions.
Employer
About API integration with Smart
A guide to the how payroll providers use APIs to integrate with Smart and how to check if your provider provides integration
Employer

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What is a Letter of Authority?
A Letter of Authority allows advisers to act or ask for information on a member’s behalf, but here’s what else you need to know, including what should be mentioned in the letter.

Letter of Authority 

In order for us to discuss a member's pension scheme with you, you must provide a valid Letter of Authority that is signed and dated by the member. 
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It’s important to note that a Letter of Authority will not allow us to pay funds from the member’s pension to a third party, unless this is part of a fee agreement or transfer out to a recognised pension scheme. 

What should a Letter of Authority include?

The Letter of Authority should explain what the third party (you as the adviser) are authorised to do. It should also contain the member’s full name, policy number, address and date of birth.

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If you need more information about providing a Letter of Authority, contact our support team. 

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Last updated:
September 3, 2026

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Adding multiple clients

Adding an individual client

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