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Frequently asked questions
General information about the Pension Legal portal — intake, quotations, onboarding, payment, and advice delivery. Not legal advice.
What is the Pension Legal portal used for?
The portal is used to take initial instructions, ask follow-up intake questions, issue quotations, complete onboarding steps, share documents, and release advice once your matter is ready. It is designed to keep the process clear and traceable from first enquiry through to delivery.
Does using the portal mean you are already acting for me?
Not automatically. The portal helps us understand the matter, assess scope, and progress onboarding. We normally begin formal work after the identity checks, issue of the quotation and engagement letter, and any required payment.
How does the intake stage work?
The intake assistant asks focused questions about the pensions issue you describe. The aim is to gather enough factual information for scope review, quotation preparation, and internal handoff. The portal does not itself provide legal advice during this stage.
Why do the intake questions change depending on the matter?
Different pensions matters need different background facts. For example, an enquiry about contribution errors may need information about the number of affected members and the period involved, while a trustee discretion issue may need details of decisions already taken, notices issued, and any deadlines.
What happens once enough intake information has been provided?
Once we have enough information, the portal moves the matter to identity checks and reviewer assessment. After that, the quotation and engagement letter can be prepared for issue together.
What does quotation acceptance mean?
Accepting the quotation in principle means you wish to move forward to the next formal steps. It does not itself replace the engagement letter or complete the onboarding process.
Why do identity checks need to be completed?
As part of legal-services onboarding, we may need to complete identity and associated compliance checks before work is opened formally. This is part of client due diligence and professional compliance requirements before the quotation and engagement letter are issued.
What information may be requested during identity checks?
That depends on the client type and the matter. The portal may request identification details, address evidence, information about instructing parties, ownership or control details, and source-of-funds information where relevant. The aim is to ask only for the information needed for onboarding.
What is a PEP?
PEP stands for politically exposed person. Broadly, this means a person who holds, or has held, a prominent public function, or in some cases a close family member or close associate of such a person. The portal explains this because it may affect onboarding review requirements.
What happens after identity checks are complete?
Once the checks are complete, the reviewer can issue the quotation and engagement letter. After any required payment has been made, the matter can move into drafting and advice delivery.
Can documents be uploaded through the portal?
Yes. The portal can be used to upload supporting documents during intake, onboarding, and later stages. These may include correspondence, scheme documents, complaint material, ID documents, or other information requested for the matter.
Can you still see the quotation after it has been accepted?
Yes. The portal is intended to keep the quotation visible as part of the workflow history, even after the matter has moved on to identity checks, payment, or advice stages.
How is advice delivered?
Once the matter reaches the delivery stage, the client portal provides access to the released advice documents. Depending on the matter, there may also be supporting notes or follow-up workflow options shown alongside the advice.
What if further work is needed after advice is delivered?
The portal can be used to send a follow-up question. If the point can be dealt with as a short follow-up, that can be handled through the portal. If the point requires more substantial further work, a new quotation can be issued.
Will onboarding need to be repeated for a later matter?
Not necessarily in full. Where onboarding has already been completed and remains sufficient, the process can be shorter for a later matter. However, further checks or updated information may still be needed depending on the circumstances.
How is information handled through the portal?
Information provided through the portal is handled as part of our client onboarding and matter-management process. The portal is intended to support a structured intake and delivery workflow, while substantive legal work remains subject to solicitor oversight and review.
Do portal messages or automated prompts amount to legal advice?
No. Portal prompts, workflow notices, and status updates are administrative and informational. Legal advice is provided separately once the matter has been accepted, progressed, and prepared for release.
Where can you raise a concern or complaint?
If you have a concern about service, you should raise it with us first so that we have an opportunity to review and try to resolve it. A separate complaints page is available on this site with further information and external signposting.