The No-Stone-Unturned
Guarantee
We're confident enough in what we do to back it with a guarantee. If our forensic team completes a full search and is unable to identify any pension scheme in your name, we'll refund your fee in full.
No argument. No quibble. If we don't find anything, you get your money back.
Applies to all purchases made on or after 1 May 2026 at £249. Subject to qualifying conditions below.
Who this guarantee covers
This guarantee applies to all Pension Pie tracing services purchased on or after 1 May 2026 at the standard fee of £249. Purchases made before this date, or at any other fee level, are not covered by this guarantee.
At a glance
✓Full money-back refund if we don't find anything
✓One fixed fee — £249 — no hidden charges
✓Up to 5 pensions traced in a single search
✓Applies to purchases from 1 May 2026 only
✓One claim per National Insurance number
✓Refund requests considered after 3-month minimum search period
✓All qualifying conditions must be met — see below
How the guarantee works
When you sign up and pay the one-off fee of £249, the Pension Pie forensic tracing team begins a comprehensive search on your behalf. We search across multiple databases, contact pension providers directly, investigate defunct employer records, and pursue SERPS and contracted-out schemes — covering ground that standard free tools and automated services simply do not reach.
A search is deemed complete when Pension Pie has exhausted all available tracing methods and has received responses — or non-responses after reasonable follow-up — from all identified potential providers.
If, at that point, we have been unable to identify any pension scheme in your name, you are entitled to a full refund of your fee — provided all of the qualifying conditions set out below have been met.
Qualifying conditions
The guarantee is conditional. To be eligible for a refund, every one of the following conditions must be satisfied.
1Purchase made on or after 1 May 2026 at £249▼
This guarantee applies exclusively to Pension Pie tracing services purchased on or after 1 May 2026 at the standard fee of £249. Purchases made before this date, at a discounted or promotional rate, or at any fee other than £249, are not eligible for this guarantee.
2Complete employment history provided▼
You must provide details of every employer you can recall, including the name of the employer and approximate dates of employment. Pension Pie can only search for pensions connected to information you supply. Omitting employers, or providing insufficient detail to identify them, will limit our ability to trace and will affect eligibility for the guarantee.
3Valid National Insurance number supplied▼
A valid UK National Insurance number must be provided at the time of application. Pension Pie cannot initiate or complete a pension trace without this. Applications submitted without a valid National Insurance number are not eligible for the guarantee.
4All known pension information shared▼
Any pension information already in your possession must be submitted before the search begins. This includes policy numbers, provider names, scheme names, membership numbers, or any correspondence previously received from pension providers. Withholding information you already hold will affect the outcome and your eligibility for a refund.
572-hour information window observed▼
Once you have submitted your application, you have 72 hours to supply all required information, including your full employment history, National Insurance number, and any pension details you hold. Applications where the required information is not provided within 72 hours of sign-up are not eligible for the guarantee.
6Information must be accurate and not fraudulent▼
All information provided must be materially accurate. If details submitted are incorrect, fabricated, significantly incomplete, or provided with intent to mislead, and this prevents an effective search, the guarantee will not apply. The guarantee is void in all circumstances where information has been provided fraudulently. The determination of whether information is materially accurate rests with Pension Pie, acting reasonably.
7Minimum search period of 3 months must elapse▼
Pension providers operate on their own timescales when responding to tracing requests. A minimum period of 3 months from the date your complete application information is received must elapse before any refund request can be considered. Requests submitted before this period has elapsed will not be assessed.
8Refund request submitted within 6 months of search completion▼
Refund requests must be submitted within 6 months of the date the search is deemed complete by Pension Pie. Requests received after this window will not be considered. You will be notified when your search is deemed complete.
9One claim per customer▼
The guarantee applies once per individual, identified by National Insurance number, regardless of the number of purchases made. It is not transferable and cannot be claimed more than once by the same individual under any circumstances.
10Results are delivered directly — non-receipt cannot be claimed▼
Where pension providers are identified and respond to our enquiries, they correspond directly with you to your registered contact details. Claiming non-receipt of provider correspondence after confirmed delivery to your registered address or email will not qualify as grounds for a refund.
Important: This guarantee exists for genuine customers who engage fully and honestly with the tracing process. It is not available to customers who submit incomplete or inaccurate information and subsequently request a refund on the basis that results were limited as a consequence of that incompleteness. Pension Pie reserves the right to decline a refund request where the qualifying conditions have not been met, acting reasonably and in good faith.
How to request a refund
If you believe you are eligible for a refund, please contact Pension Pie in writing using the details below. Your request must include:
- Your full name and National Insurance number
- Your Pension Pie customer reference number
- The date of your purchase and confirmation it was made on or after 1 May 2026
- Confirmation that the 3-month minimum search period has elapsed
- A brief summary of why you believe no pension schemes have been found
Pension Pie will assess your request against the qualifying conditions set out in this document and respond within 10 working days. Where a refund is approved, it will be processed to the original payment method within 5 working days of approval.
Get in touch
Email: hello@pensionpie.com
Web: pensionpie.com
Post: Pension Pie Ltd, The Glades, Festival Way,
Festival Park, Stoke on Trent, ST1 5SQ
Web: pensionpie.com
Post: Pension Pie Ltd, The Glades, Festival Way,
Festival Park, Stoke on Trent, ST1 5SQ
Response times
Refund request responseWithin 10 working days
Approved refund paymentWithin 5 working days
Complaints acknowledgementWithin 5 working days
Full complaints responseWithin 28 working days
General terms
Governing law
This guarantee is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Consumer rights
Nothing in these terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
Complaints
If dissatisfied with a refund decision, submit a formal complaint in writing. We acknowledge within 5 working days and respond fully within 28 working days. Where a dispute cannot be resolved internally, either party may refer to a mutually agreed independent mediator before pursuing legal proceedings.
Amendment of terms
Pension Pie Ltd reserves the right to amend these terms at any time. Amendments will be published on our website and will not affect guarantees already in force.
Entire agreement
This document, together with our standard Terms and Conditions and Privacy Policy, constitutes the entire agreement between you and Pension Pie Ltd in respect of this guarantee.
No financial advice
Pension Pie Ltd is a pension tracing service and does not provide regulated financial advice. Where advice is required, we can introduce you to FCA-authorised advisers.
Pension Pie Ltd | Company No. 16298699 | Registered in England and WalesRegistered Office: The Glades, Festival Way, Festival Park, Stoke on Trent, Staffordshire, ST1 5SQ
Pension Pie Ltd is a pension tracing service and does not provide regulated financial advice.
Document v1.0 | Effective date: 1 May 2026
