Terms of Service

1. Definitions

In these Terms of Service, the following words have the meanings given below:

2. Scope of Service

We provide independent analysis of UK public sector pension records. Our service is designed to identify potential errors, omissions, and discrepancies based on the documents you provide.

Our analysis is based solely on the documents and information you submit. We do not have direct access to your pension scheme's administrative systems or databases. Accordingly, our findings are limited to what can be reasonably identified from submitted documentation; we cannot guarantee that every possible error will be identified, and a clear report does not mean your pension record is error-free.

We cover the following UK public sector schemes (subject to availability at the time of ordering): NHS Pension Scheme; Teachers' Pension Scheme; Civil Service Pension; Local Government Pension Scheme (LGPS); Police Pension Scheme; Firefighters' Pension Scheme; Armed Forces Pension Scheme. Additional schemes may be covered by agreement.

The specific scope of each audit will be confirmed in writing before you proceed. We may decline to provide a service, or to continue with an engagement, if documents are insufficient for meaningful analysis.

3. Not Financial Advice — Important Notice

PensionTech is not regulated by the Financial Conduct Authority (FCA). We are not authorised to provide, and do not provide, regulated financial services.

Before taking any action in relation to your pension — including raising corrections with your scheme administrator, transferring benefits, making retirement decisions, or drawing benefits early — you should obtain regulated financial advice appropriate to your individual circumstances from a qualified, authorised Independent Financial Adviser.

4. Fees & Refunds

4.1 Fixed-fee audits

The fixed fee is payable at the point of order. The fee covers the audit review and written report, whether or not any error or discrepancy is found. Current prices are shown on our pricing page.

4.2 Success-based audits

Where a success-based arrangement is agreed, no fee is payable unless a recoverable error is identified and results in a material correction or other quantifiable benefit to you. The standard success fee is 25% of any additional amount recovered, capped at £10,000, and is invoiced separately after any arrears are paid. The definition of “success” and the payment mechanism for each engagement will be confirmed in a separate written agreement before work begins. Current terms are shown on our pricing page.

4.3 Hourly reviews

Hourly review work is charged at £100 per hour with a minimum engagement of two hours. We will provide a clear estimate of the likely hours before we begin, and we will not exceed that estimate without your agreement. Hourly review fees are payable whether or not any error or discrepancy is found.

4.4 Refunds

You may cancel a fixed-fee audit and receive a full refund within 14 days of payment, provided we have not yet begun substantive work on your case. Once work has commenced, refunds are not available except at our sole discretion in exceptional circumstances.

If we determine that your case falls outside the scope of our service after payment, or that we are unable to carry out the audit for reasons beyond your control, we will offer a full refund or, where appropriate, a partial refund reflecting any work already completed.

Nothing in this clause affects your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

4.5 Payment

Payment is accepted by [PLACEHOLDER: list accepted payment methods — e.g. debit card, credit card via Stripe; BACS bank transfer on request]. All prices are in pounds sterling and include VAT where applicable. [PLACEHOLDER: confirm VAT registration status.]

5. Your Obligations

By using our service, you agree to:

• Provide accurate documents. You are responsible for supplying genuine, complete, and accurate pension documents. We rely on the documents you provide; errors in your source documents are outside our control.
• Provide supporting information. Respond to reasonable requests for additional documents or clarification within a reasonable timeframe. Delays in providing materials may extend audit timescales.
• Use findings appropriately. Our audit reports are for your personal use in relation to the pension scheme(s) identified. You must not rely on our reports as financial advice, and must not use them in any way that misrepresents our service or conclusions.
• Verify findings before acting. Before raising a challenge with your pension scheme administrator, transferring benefits, or taking any other action, you should verify our findings with your scheme administrator or a regulated financial adviser.
• Pay fees as agreed. Pay all fees in accordance with the pricing agreed at the time of order.
• Comply with the law. Not use our service for any unlawful purpose, including money laundering, fraud, or circumventing pension scheme rules.

6. Our Obligations

We commit to:

• Carry out the audit with reasonable care and skill, and in accordance with applicable law.
• Produce a written report or findings document within the timeframe agreed, or notify you promptly if we cannot meet that timeframe.
• Communicate clearly, in plain English, without unnecessary technical jargon.
• Handle your personal data in accordance with our Privacy Policy and UK GDPR.
• Maintain the confidentiality of your documents and findings — we will not disclose them to third parties except as set out in our Privacy Policy, or as required by law.
• Act in accordance with our Safeguarding Policy when working with elderly or vulnerable clients.

7. Limitation of Liability

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded or limited by law

Subject to the above, our total aggregate liability to you in connection with any audit engagement — whether in contract, tort (including negligence), or otherwise — is limited to the greater of:

We accept no liability for:

• Errors or omissions in source documents provided by you or by your pension scheme administrator
• Any action taken — or not taken — in reliance on our findings without obtaining regulated financial advice
• Outcomes from interactions with pension scheme administrators, employers, or any third party
• Loss of profit, loss of business, or any indirect or consequential loss, even if we were advised of the possibility of such loss
• Delays or failures caused by circumstances outside our reasonable control (including industrial action, natural disasters, or third-party system failures)

8. Intellectual Property

All intellectual property rights in our website, methodology, templates, and software are owned by or licensed to Pension Tech.

Your audit report is produced for your personal use. You may share it with your pension scheme administrator, a regulated financial adviser, a solicitor, or your trade union representative in connection with your own pension case. You may not reproduce, sell, or publish it in any other way without our written consent.

The documents you upload remain your property (or the property of the relevant pension scheme and employer). By uploading them, you grant us a limited licence to process and analyse them solely for the purpose of delivering your audit.

9. Data Protection

We handle your personal data in accordance with our Privacy Policy and the UK General Data Protection Regulation (UK GDPR) / Data Protection Act 2018.

Pension documents are encrypted in transit and at rest. Documents and personal data are retained for [PLACEHOLDER: confirm retention period] following service completion, then securely deleted, unless you request earlier deletion or a longer retention period is agreed in writing.

You have the right at any time to request access to, correction of, or deletion of your personal data. Please contact privacy@pensiontech.uk.

10. NHS Pension Scheme — Partner Service

NHS pension audit services are provided by our specialist partner, Audit My Pension (auditmypension.co.uk). Where your case involves NHS pension records, you will be introduced to Audit My Pension and their separate terms of service and privacy policy will apply to the NHS-specific elements of the engagement.

PensionTech acts as an introducer only for NHS pension cases. We will confirm when your case is being referred and ensure you have reviewed Audit My Pension's terms before proceeding.

11. Complaints

We are committed to resolving complaints promptly and fairly. If you are unhappy with any aspect of our service, please contact us in the first instance:

We aim to acknowledge all complaints within two working days and to provide a substantive response within [PLACEHOLDER: e.g. 10 working days].

If your complaint is not resolved to your satisfaction, and it involves the handling of your personal data, you may escalate to the Information Commissioner's Office (ICO) at ico.org.uk.

12. General Provisions

13. Governing Law & Jurisdiction

These Terms of Service are governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with these Terms — including any question regarding their existence, validity, or termination — shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protection law in your jurisdiction provides otherwise.