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If your payslip shows a workplace-pension deduction but your pension account does not show the money, check the records, ask your employer and pension scheme to correct the discrepancy, then use the right escalation route. The Pensions Regulator (TPR) handles suspected employer non-compliance; The Pensions Ombudsman (TPO) investigates an individual complaint and can direct a remedy. They are different processes, and neither should be confused with the deadline for paying contributions.
This guide applies primarily to UK workplace pensions and reflects official guidance accessed on 13 October 2026. Personal pensions, public-sector arrangements and schemes outside the UK may have different rules.
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First establish whether a payment is actually missing
A recent deduction is not automatically late. TPR says a payment can take up to three months to reach and be allocated by a pension scheme. Before escalating, compare the payroll record with the scheme’s transaction history and ask the provider what it has received and when.
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- Collect payslips for every affected month.
- Mark the employee contribution shown on each payslip and the employer contribution you expected under the scheme rules.
- Log the pay date, the amount deducted or expected, and the amount the scheme says it received.
- Identify the first month that is absent, short or credited to the wrong period.
- Check whether the apparent gap is a timing issue, an allocation error or a genuine shortfall.
Do not rely only on the balance shown on a website. Ask the scheme or provider for a payment history, transaction list or allocation explanation. A contribution may have arrived but be waiting for reconciliation, or it may have been allocated to a different period. Ask whether the record shows the date received, the period to which it was allocated and whether any amount is held pending information from payroll. Request confirmation in writing.
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Check the calculation as well as the date. Compare the deduction on each payslip with the contribution rate or amount stated in your scheme information. Record employer contributions separately from employee deductions; a missing employer amount may need a different explanation from money taken from your pay.
Know the payment deadline
For contributions deducted from pay, TPO’s current FAQ says the money should reach the scheme by the 22nd of the following month when paid electronically, or by the 19th when paid by another method. These are payment deadlines; they are not the same as TPR’s separate 90-day reporting guidance.
The Ombudsman’s FAQ uses the question, “My employer hasn’t passed my contributions to my pension scheme. When should they do this by?” The answer is useful when checking a particular pay period, but it does not remove the need to ask the scheme when it received and allocated the money.
| Time or threshold | What it means | Source and qualification |
|---|---|---|
| 19th of the following month | Deadline where deducted contributions are paid by a method other than electronic payment | TPO FAQ, accessed 13 October 2026 |
| 22nd of the following month | Deadline where deducted contributions are paid electronically | TPO FAQ, accessed 13 October 2026 |
| 90 days | TPR member guidance says to wait this long before reporting an ordinary missing-payment concern because payment can take up to three months | TPR guidance, accessed 13 October 2026; this is not a new payment deadline |
| Up to four months per stage | Typical time allowed for each stage of an occupational scheme’s Internal Dispute Resolution Procedure (IDRP) | TPO guidance; scheme rules can be shorter and extensions may be allowed |
| Three years | General TPO time limit from the event, or from later awareness when that is the applicable starting point | TPO complaint guidance; other limitation rules may also matter |
Raise the discrepancy with the employer and scheme
Write to payroll, HR or the employer’s pension contact, and copy or separately contact the scheme administrator or provider. Written contact creates a dated record and gives the parties a chance to correct a payroll, remittance or allocation error. TPR and TPO both expect you to give the responsible party an opportunity to resolve the issue where you can.
What to include
- Your full name, date of birth and employee, payroll or scheme reference.
- The employer’s name and, if relevant, the workplace scheme name.
- Each affected pay period and the amount deducted or expected.
- The amount the scheme confirms it received, with receipt dates if available.
- The difference between the payslip and scheme records, clearly labelling any estimate.
- The practical effect, such as a missing investment period or an account balance that is lower than expected.
- The action you want: confirmation of the cause, payment of arrears, correction of records and confirmation of when the account will be updated.
Ask the employer to explain when the missing amounts will be remitted and ask the provider to confirm when they arrive and how they are allocated. Ask whether any employer contribution is outstanding even if your own deduction was made. Keep the original message, attachments and every response. If you speak by phone, send a short email recording the date, person spoken to and what was agreed.
Suggested wording
“My payslips show employee pension deductions of [amount] for [pay periods]. The scheme record shows [amount received or no payment] for those periods. Please confirm whether the contributions were deducted, when they were sent, and when the missing amount and any required correction will be credited. Please also explain any difference between the payroll and scheme records.”
Do not claim an exact shortfall if you have not calculated it. State that a figure is an estimate and update it when the provider supplies a transaction history. Set a reasonable date for a response and keep proof that the message was delivered. If the employer says payroll has sent the money, ask for the remittance date and ask the provider to trace that payment.
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When to report the employer to The Pensions Regulator
TPR’s member reporting route is for people ordinarily working in the UK who suspect that workplace-pension duties are not being met. TPR says to speak with the employer first unless you feel unable to do so. Its guidance ordinarily asks members to wait 90 days before reporting missing payments because contributions can take up to three months to arrive.
Concerns TPR lists
- Contributions have not been paid into the scheme for 90 days or more.
- The employer appears unwilling to pay.
- Payments are persistently late.
- You suspect fraud or dishonesty.
The 90-day point is a reporting threshold in TPR’s member guidance, not permission for an employer to ignore the 19th or 22nd payment deadline. A pattern of late payment, an admission that deductions were used for another purpose, or suspected dishonesty may justify reporting even when the facts do not fit a simple missing-payment timeline. If you cannot safely approach the employer, explain that when you report.
Information the TPR form requests
- Employer name and address, and the PAYE reference if known.
- How much is missing and the dates or pay periods involved.
- Whether other workers may be affected.
- Whether you raised the issue with the employer and the scheme or provider.
- Relevant documents already in your possession, such as payslips, statements and correspondence.
The form accepts estimates where the exact amount is unknown. Submit the evidence you already have; TPR says you do not need to go looking for additional evidence before reporting. A clear list of dates and amounts is more useful than sending unrelated documents.
What TPR can and cannot do
TPR assesses whether workplace-pension duties are being met and may take enforcement action. Reporting a concern is not the same as applying for your personal loss to be calculated or paid back. TPR says it cannot answer queries about an individual’s pension benefits. For an individual remedy, use the scheme’s complaint process and, where appropriate, TPO.
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Use the scheme’s formal complaint process
If the written approach does not resolve the issue, make a formal complaint to the party you believe is responsible. For most occupational schemes, ask for the complaint to be handled under the scheme’s IDRP. A complaint about an employer’s conduct normally follows the employer’s own formal complaint procedure rather than an IDRP.
How an IDRP usually works
- Find the scheme booklet or website section explaining the first-stage procedure, the correct address and any form.
- Submit a written complaint setting out the missing periods, amounts, evidence and remedy requested.
- Keep the acknowledgement and note the date by which a response is due.
- If the first-stage decision is unsatisfactory, use the scheme’s second-stage appeal within its stated deadline.
TPO says an IDRP is generally a two-stage process and each stage can take up to four months. Your scheme may set shorter periods, and an extension may be permitted for a good reason. Follow the scheme’s own rules, including any requirement to use a specified form or address. If a deadline passes without a decision, keep a record of the missed deadline; TPO may accept an application when the responsible party has failed to follow its process.
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What to ask for
- A reconciliation of payroll deductions, employer contributions and payments received.
- Payment of every outstanding contribution into the pension scheme.
- Correction of the member record and contribution dates.
- Compensation for an investment loss or interest where the delay caused one.
- A written explanation if the scheme or employer rejects part of the complaint.
- Confirmation of the date the corrected records and payments will appear.
Take an unresolved individual complaint to The Pensions Ombudsman
TPO is the route for an individual pension complaint after the relevant formal process has been completed, or when the responsible party misses its process deadlines. It is not the regulator. Check that the complaint is within TPO’s jurisdiction and keep evidence that you used the employer procedure or IDRP.
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Describe what happened, who you believe was responsible, the effect on your pension and the outcome you seek. Attach the chronology, payslips, provider statements, complaint correspondence and decisions. Explain any estimate and update it if later records establish the exact amount.
Time limits
TPO generally applies a three-year limit measured from the event, or from when you became or reasonably should have become aware of it if that is later. Other limitation laws can affect what TPO can consider. Do not wait until the end of the period: complain promptly while payroll and provider records are readily available. The three-year period is not the same as the 90-day TPR reporting guidance or the 19th/22nd payment deadlines.
Possible remedies
Where an employer is at fault, TPO can direct outstanding contributions to be paid into the pension. Depending on the facts, it may also direct payment for investment loss, interest, or distress and inconvenience. The outcome depends on the evidence, the responsible party and the effect of the error; an application does not guarantee that every remedy will be awarded.
Build an evidence file that another person can follow
Organise documents chronologically and use a simple spreadsheet with one row per pay period. Include:
- Pay date and pay period.
- Employee deduction shown on the payslip.
- Expected employer contribution under the scheme terms.
- Amount and date the provider says it received.
- Shortfall, if any, and whether the figure is exact or estimated.
- Date and method of every complaint, response and escalation.
- Any effect on investments, tax relief, benefits or access to pension information.
Redact unrelated personal information before sending documents. Preserve originals and label files clearly. A concise chronology often makes it easier for payroll, the scheme, TPR or TPO to identify the first missed payment. Keep a copy of anything submitted online and note any reference number.
Choose the route that matches your objective
| Route | Use it for | What it can do | Key point |
|---|---|---|---|
| Employer and scheme/provider | Checking whether money was deducted, sent or allocated incorrectly | Explain the records and potentially correct the error | Make the request in writing and retain the response |
| TPR | Reporting suspected non-compliance with workplace-pension duties | Assess compliance and take enforcement action where appropriate | Member guidance ordinarily uses a 90-day wait for missing payments; persistent lateness, unwillingness to pay and suspected dishonesty are also listed concerns |
| TPO | Seeking an investigation and personal remedy after the applicable formal process | Can direct contributions and other remedies in an appropriate case | Check jurisdiction and the general three-year time limit |
| MoneyHelper | Understanding pension issues and deciding what to do next | Provides free, impartial guidance | It is a guidance service, not a regulator or adjudicator |
Situations needing extra care
The deduction is recent
Check the provider’s expected allocation time and ask for confirmation before treating the absence online as proof of non-payment. Keep monitoring the account while the employer investigates. If it remains absent for 90 days, or the employer is unwilling to pay or repeatedly late, consider TPR’s reporting criteria.
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The employer refuses to engage
Record the refusal and report the concern to TPR when its criteria apply. You can still use the employer’s formal complaint route and the scheme’s IDRP where relevant. A refusal does not establish the exact amount, so continue requesting the provider’s receipt and allocation records.
Several colleagues are affected
Tell TPR that others may be affected and provide only information you are entitled to share. Each person should preserve their own payslips and account records. A group pattern can help TPR understand the scale, but your individual complaint should still identify your own dates and amounts.
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State the basis for the suspicion factually, preserve the documents and report promptly through the appropriate official route. Avoid making allegations you cannot support. Keep the wording neutral: identify the deduction, the missing payment and the explanation given, rather than asserting intent as a fact.
The pension is not a workplace scheme
This route guide is not a substitute for the provider’s complaint process for a personal pension, stakeholder pension or an arrangement outside the UK. Ask the provider which complaints body and regulator have jurisdiction before using TPR or TPO.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Free help and official explanations
MoneyHelper offers free, impartial pension guidance. TPO, TPR and MoneyHelper also produced a joint factsheet on unpaid workplace contributions. TPR’s current member guidance, its missing-contributions reporting form, TPO’s contribution-deadline FAQ and TPO’s complaint guidance explain the deadlines, evidence and jurisdiction points in this article. If you need advice about a complex loss, discrimination, insolvency or limitation issue, consider regulated legal or financial advice in addition to these free public routes.
Frequently Asked Questions
How long should my employer take to pay deducted pension contributions?
TPO says contributions deducted from pay should reach the scheme by the 22nd of the following month if paid electronically, or by the 19th if paid by another method. A recent deduction may still take time to appear in the account because allocation can take longer.
Should I wait 90 days before contacting anyone?
TPR’s member guidance ordinarily asks you to wait 90 days before reporting an ordinary missing-payment concern because payment can take up to three months. That is separate from the 19th and 22nd payment deadlines. Persistent lateness, unwillingness to pay, or suspected fraud or dishonesty are also concerns TPR lists.
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What if I do not know the exact amount missing?
Use a clearly labelled estimate based on your payslips and state which dates it covers. TPR’s reporting form accepts estimates. Ask the provider for a transaction history so you can replace the estimate with an exact figure.
Will reporting my employer to TPR get my money back?
Not necessarily. TPR assesses workplace-pension compliance and may enforce the duties, but says it cannot answer individual pension-benefit queries. Use the formal scheme or employer complaint process and consider TPO when you need an individual remedy.
Do I have to use an IDRP before contacting TPO?
For most occupational schemes, you should use the scheme’s Internal Dispute Resolution Procedure first, usually through two stages. A complaint about an employer normally follows the employer’s formal process. TPO may be available after that process is completed or when its deadlines have been missed.
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How long can an IDRP take?
TPO says each stage can take up to four months, although scheme rules may provide shorter periods and allow extensions for good reason. Keep the acknowledgement and note every deadline.
How long do I have to complain to TPO?
TPO generally applies a three-year limit from the event, or from when you became or reasonably should have become aware of it if later. Other limitation rules can matter, so complain promptly rather than waiting.
Can TPO order missing contributions to be paid?
Where an employer is at fault, TPO can direct outstanding contributions into the pension. Depending on the evidence and effect, it may also direct investment-loss compensation, interest, or an award for distress and inconvenience.
Where can I get free help?
MoneyHelper provides free, impartial pension guidance. It can help you understand the issue and choose a next step, but it is not the regulator or an adjudicator.
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Start with a written reconciliation of payslips and the pension account. Give the employer and scheme a chance to fix it, report qualifying workplace non-compliance to TPR, and use the formal complaint process and TPO when you need an individual remedy. Keep a dated evidence file and do not confuse the 19th/22nd payment deadlines, TPR’s 90-day reporting guidance and TPO’s general three-year limit.
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