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Set up with NEST

Will you let me know if a refund is due?

We’ll send a message to your secure NEST mailbox if we’re making a refund to you. We’ll tell you the amount we’re refunding, the reason for the refund and the members the refund relates to.

We recommend you check any refund notifications carefully and keep a record of these as we might send you them for a number of reasons. We’ll attach a breakdown of the refund in comma separated values (CSV) files along with the notification we send you. You’ll be able to use the files we send to help with your reconciliation.

When you set up a payment source on your NEST account to tell us how you’re going to pay us contributions, you’ll also let us know how to refund money to you.

You can choose to have refunds made to the same bank or building society account you make contributions from if you’re paying contributions by Direct Debit, or you can use another valid UK bank or building society account. You’ll be able to choose the option you prefer when you create the payment source or you can edit the payment source details later. You can check these details through your online NEST account at any time after your account has been set up by clicking ‘Manage payment sources’.

You can find out more about setting up refund accounts by going to How do I set up an account to receive refunds? Refunds can take up to 10 working days to process from the date of the message we send you about your refund. You can find out more about refunds by going to Receiving refunds from NEST.

Get help with using NEST

Our web chat agents will answer your questions and guide you through setting up and managing NEST.

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Our offices are closed at the moment.You can reach us during our opening times of 8am to 8pm Monday to Sunday. Or you can visit our online help centre.

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