Customer Guide

No. We're currently issuing welcome packs and expect all packs to be issued by 21 October. Depending on your communication preferences, you'll receive your pack either by email or through the post. If your pack is being sent by post, please allow a few additional days for delivery after 21 October. There's no need to contact us, as your pack will be sent automatically.

Yes, you can, by signing up for our App and/or Web service you will automatically be defaulted into being paperless.  

You can also amend your marketing preferences upon registering for our digital services. 

Fidelity Life will issue you a closing statement when the transfer is complete. You will then receive an annual benefit statement from us on your usual policy anniversary date each year. You may receive a partial statement for the first year from us to support the closing statement from Fidelity. 

If you have set up your plan to receive a regular income, your next payment will be made by us on your next payment due date after the 23rd October. Fidelity Life will have made any payments due between 1st September 2026 and 23rd October 2026 to you prior to the transfer taking place.  

When your pension plan transferred to Scottish Friendly, it will be Scottish Friendly who will facilitate the payment from your pension into your bank account. This means that the payment reference on your bank statement will change but there is no action for you to take. 

Your payslip will also look different and will show a new employer reference code, there is no action for you to take.  

Although the number of units may differ, what is important is that the monetary value of your plan has not changed. If you had £50,000.00  invested with Fidelity on the date of transfer, you will also have £50,000.00 with Scottish Friendly. 

You can find more details about the full range of investment funds for the Section 32 product here.

The fund range is the same as the range offered by Fidelity Life. 

Fidelity Life communicated to you in 2025 to let you know that the charges for the FutureWise range of funds would change between 2025 and the end of 2028. We want to let you know that Scottish Friendly will reflect these changes in Scottish Friendly’s FutureWise fund range. This is a process that has been inherited by Scottish Friendly and so would have taken place even if the transfer had not happened.

No, as per the communication issued by Fidelity Life, your fund now includes exposure to small number of investments, such as infrastructure and privately owned companies. These investments are designed to be held for many years and are increasingly used in long-term savings, like pensions. These changes were made prior to the transfer to Scottish Friendly. We will be continuing with the same investment strategy as you experienced with Fidelity Life. 

These types of investments take more specialist management and oversight than simpler investments, such as publicly listed shares commonly known as equities.  

Any change in cost reflects the additional cost involved in managing these investments and is not applied without careful consideration. The changes are applied by the fund manager of the underlying FutureWise pension funds and is passed on to you. We regularly review fund charges and performance to make sure the fund continues to offer good value for money. The aim of this change is to support better long-term outcomes by increasing exposure to a broader range of assets, not to increase costs unnecessarily. 

There is no change to how you access your money or how the fund operates day-to-day. You can find out more about your charges here.

To support you with making a decision about how to take your retirement savings, we offer access to a retirement guidance tool. The tool can be found here.

This tool can help you to:

• Understand if your pensions savings are on track to support your retirement goals and lifestyle

• Explore the different retirement options available to you, including income drawdown and annuities, when accessing your pension

• Be aware of the key factors to consider before making a retirement decision 

This can help to ensure you find the retirement option to best meet your needs.  

Scottish Friendly do not currently offer a telephony-based guidance service, however we can book an appointment for your with PensionWise, if you would prefer to receive a guidance conversation over the telephone.  

You will be able to access and view historic information relating to your Section 32 plan until 31 December 2026. We recommend that you download and retain copies of any information you may wish to keep for your records before this date. Should you require access to historic communications or other plan information after 31 December 2026, Scottish Friendly will be able to provide this on request.

If the proposed merger proceeds, there is no impact to your plan’s benefits, features or how you access your pensions savings. You will be able to continue to use our App and Web to manage your plan and our contact details remain the same.  

Scottish Friendly delegates will represent your interests, and more details are available on how you can interact with the process at scottishfriendly.co.uk/together. 

You should monitor the website to keep informed about the progress of the merger. 

Two longstanding mutuals with similar values merged to become OneFamily. Collectively, OneFamily has always had one simple aim – to listen to their customers’ needs and support them through their financial lives, with a clear purpose of protecting and providing value and providing products they can trust. 

From their award-winning, simple to understand products designed for modern families to championing education and financial resilience for their members, they are proud of their mutual heritage over the last 50 years. 

If you don’t have a postcode, find your country in the list below and enter the short country code shown when asked for your postcode.

Please use these short country codes if you don’t have a postcode:

• Bahamas - BS

• Bahrain - BH

• Ghana - GH

• Hong Kong - HK

• Ireland - IE

• Israel - IL

• Mauritius - MU

• Qatar - QA

• Saint Kitts and Nevis Anguilla - SKN

• Trinidad and Tobago - TAT

• United Arab Emirates - UAE

The Scottish Friendly app is only available to download from UK app stores. If you live outside the UK and are unable to download the app, you can still register for and access your pension online here.

You’ll need your Client ID and Policy Number to register which you can find in your welcome letter or email.