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What to do if…
you discover your workplace retirement contributions have not been paid into your plan

Short answer

Pause, save what you’re seeing, then contact both your employer/payroll and your pension scheme/provider in writing today to confirm whether contributions are delayed, misallocated, or genuinely missing.

Do not do these things

  • Don’t assume it’s fraud or insolvency from one portal screenshot—workplace pension payments can show a lag.
  • Don’t accept “it’ll be sorted” without a dated, written explanation of what will happen and when.
  • Don’t resign, stop contributing, or opt out in panic (that can create new problems and may reduce employer contributions).
  • Don’t agree to “cash in lieu” or a private repayment plan that bypasses the pension scheme without independent advice.
  • Don’t transfer/merge this pension or make major changes to it until the missing-payment issue is clearly resolved.

What to do now

  1. Capture the evidence (10 minutes).
    Save screenshots/PDFs of your pension account showing missing payments, plus payslips for the affected pay periods (showing pension deductions), and any enrolment letters/emails.

  2. Check whether it could be timing/processing lag (5 minutes).
    Note the pay dates and which months look missing. In the UK, when employee contributions are deducted from pay, they generally must reach the pension scheme by day 19 of the following month (or day 22 if paid electronically), unless scheme rules require a shorter period.

  3. Email payroll/HR (today) with a precise, neutral request.
    Ask for:

    • confirmation of the pension scheme/provider and your member ID (if you don’t have it),
    • the amounts and dates deducted from your pay for the missing periods (employee + employer),
    • the date each payment was sent to the scheme and any reference, and
    • a written correction plan and date if anything is outstanding.

  4. Contact the pension provider/scheme administrator (today).
    Ask them to confirm:

    • whether contributions for the listed pay periods were received,
    • whether any payments are received but not yet allocated to your account,
    • whether they’ve already flagged the employer for late/missing contributions, and
    • their formal complaint route (and what they need from you).

  5. Use the “90-day” rule to plan escalation, not to go quiet.
    The Pensions Regulator (TPR) asks members to wait 90 days (from when the money should have been paid in/appeared) before reporting missing payments to them, because it can take up to around three months for money to show in your pension.

  6. If it’s confirmed missing (or you get no clear answer), escalate through formal routes in parallel.

    • Raise a formal complaint in writing with the party/parties you think are at fault (this may include your employer and the scheme trustees/administrator/provider).
    • Report to TPR once the 90-day point is reached. If your provider tells you they’ve already reported your employer to TPR, you usually don’t need to duplicate it.
    • Contact The Pensions Ombudsman (TPO) if it’s not being resolved after you’ve tried to sort it with the party/parties at fault. You can also contact TPO earlier if you need help understanding the right route to take.

  7. Protect yourself at work while it’s being checked.
    Keep communications factual and written. Avoid accusations; use “please confirm contributions and dates” language and keep copies at home.

What can wait

  • You do not need to decide today whether to change jobs, transfer your pension, or take legal action.
  • You do not need to calculate exact losses right now—first confirm what is missing and from when.
  • You do not need to confront senior leadership in person; written records matter more.

Important reassurance

It’s common to spot a mismatch because of payroll cut-offs, provider allocation timing, or simple admin errors. You’re not overreacting by checking—missing pension contributions are a real issue, and a calm paper trail is the fastest way to get it corrected.

Scope note

This guide covers first steps to confirm and escalate missing workplace pension contributions. Later stages (compensation, complex disputes, insolvency) may need specialist help.

Important note

This is general information for urgent first steps, not legal or financial advice. If you’re being pressured to drop a complaint or accept a deal that bypasses the pension scheme, consider independent advice before signing anything.

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