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Frequently asked questions

It takes up to five working days for the welcome pack to be delivered to your postal address after you've been enrolled by your employer.

If you haven’t received your welcome pack or can’t find your NEST ID, you can still set up your online NEST account. Visit the NEST login page and click 'I don’t have my NEST ID' to proceed. If you need help, see How do I log into my account for the first time?

If you've forgotten your password for your NEST account, you can reset it online by entering your username and answers to your secret questions. If you don't remember the answers to your secret questions, please call us on 0300 0200 090. We'll be able to check your personal details and help you reset the secret questions and your password.

Your annual statement shows details of your funds as at 31 March and you can expect to receive it between 06 April and 31 August. You’ll receive a copy in your Nest secure mailbox or by post if you’ve asked us to send you all correspondence by paper.

You can also check the contributions paid into your retirement pot from 'Contributions' tab of your Nest account. Please see How do I check contributions paid into my retirement pot? for more information.

Coronavirus (COVID-19) has affected markets and investments around the world. Our in-house investment team is closely monitoring how the pandemic is affecting the markets and the economy. However, Nest’s investment strategy is prepared for events like this. Our members should be reassured that their savings are in a strong position for the long term.

Our investment approach for our main funds is to help members’ money grow as smoothly and steadily as possible over decades, no matter what’s happening in the markets. We do that by spreading your investments carefully across a range of different things. It’s our way of making sure we don’t put all your eggs in one basket.

We understand that you might be worried about your savings, but most Nest members are unlikely to experience long-term impacts on their final pension pot due to short-term market falls. That’s because our members are either young enough to comfortably ride out the short-term changes to the markets, or – if they’re closer to retirement and in one of our main Nest Retirement Date Funds – we’ll have already taken steps to move their money out of the stock markets.

You can see what markets our funds are invested in by downloading our fund factsheets.

If you’re thinking about switching funds, you may find it helpful to discuss your options with a financial adviser or The Pensions Advisory Service

Your money is held for six weeks and three days from your enrolment date before we invest it in your retirement pot. This is called the 'Non Investment Period'. After this period, you'll be able to see the amount within five working days from the day employer makes a payment to NEST.

If you're not able to see the contribution amount in your retirement pot even after the non-investment period, then you can get in touch with your employer and check if they've submitted your pension contribution to NEST.

NEST will collect the basic rate of tax relief on your behalf from HMRC every time you or your employer makes an eligible contribution to your retirement pot.

The only contributions that are eligible for tax relief are those:

• paid by you

• deducted from your pay by your employer

• paid in by someone else on your behalf.

The contributions that your employer pays for you as part of legal requirement aren't eligible for tax relief.

NEST claims tax relief on the member contributions paid by your employer or any additional contributions directly paid by you or by someone else on your behalf. This is claimed within 90 days from the day we receive the contribution. It will reflect in your NEST retirement pot once we receive the claimed amount.

You may speak to your employer to increase the pension contribution amount deducted from your wages. You can also make additional contributions directly from your bank account. To make additional contributions see How can I make additional contributions?

When you join NEST, your money is invested in NEST Retirement Date Fund. We offer a range of NEST fund choices for members and each of these has been designed to work on its own. It's easy to swap between different funds at no extra charge. Please see Fund choices for more guidance on funds.

Your retirement pot remains your property no matter what happens to your employer or to NEST. Even in the highly unlikely event that NEST was to go out of business, the money in your retirement pot would be protected because it's held under trust. No one else can claim your money if NEST or an employer went out of business. For more information see How safe is members' money (PDF).

If you've been automatically enrolled into NEST, you and your employer will need to pay minimum contribution rates set by The Pensions Regulator (TPR) into your NEST retirement pot. If you don't wish to contribute according to the increased rates, you can either opt out if you're still within your opt-out period or choose to stop contributions.

There are two charges that may be applicable when it comes to your pension. These charges are:

• a contribution charge of 1.8 per cent on each new contribution into a member’s retirement pot

• an annual management charge (AMC) of 0.3 per cent on the total value of a member’s fund each year.

For more information on NEST charges and contribution phasing please see Contributions and fees.

Your employer has enrolled you as they have a legal responsibility to automatically enrol all eligible job holders into a qualifying pension scheme.

You can choose to opt out within your opt-out period which starts three working days after you're enrolled and lasts for one calendar month. See How do I opt out of NEST? for more information.

If you've passed the opt-out period, you can request to stop contributions through your online account or inform your employer. If you stop contributions by logging into your NEST online account, we'll notify your employer that you've stopped contributions so that they don't deduct further contributions from your wages. Please see How do I stop contributions? for more information.

Once you've opted out of NEST, the money is refunded to your employer within 10 working days. It is your employer's responsibility to provide you with a refund.

Your NEST retirement pot can be made up of:

• contributions directly paid by you

• contributions deducted from your pay by your employer

• contributions paid in by someone else on your behalf

• tax relief claimed by NEST

• amount transferred in from another defined contribution pension scheme.

Your money is held for six weeks and three days from your enrolment date before we invest it. This is called the 'Non Investment Period'. After the non-investment period you'll be able to see the amount within five working days from the day its paid to NEST.

If you're making any additional contributions apart from the amount deducted from your wages, they will show in your pot within five working days from being paid to NEST.