ENSURING POSITIVE CUSTOMER OUTCOMES

Terms of use

Welcome

Welcome to Pense, our customer facing brand which is a trading style of Ashcroft Financial Solutions Ltd. We provide a range of financial services and products, including annuities and retirement planning. Our company is registered in England & Wales under registration number 04229313. We are authorised and regulated by the Financial Conduct Authority with registration number 231629.

Please take a few moments to read these terms of use, as they contain important information about our services and how we operate. If you have any questions or feedback, please don't hesitate to contact us at info@pense.com.

Please note that when we refer to "you" or "your," we mean our customers, and when we say "we," "us," "our," or "Pense," we are referring to Pense.

These terms of use apply to our website and our online annuity intermediary and financial advice service (which we'll refer to as "our brokerage" from now on). If you use any of our other services or products, we may ask you to agree to separate terms and conditions.

Please also read our privacy policy and cookie policy to understand your rights and what you're agreeing to when you use our website.

We reserve the right to change these terms of use at any time, and we will notify you of any changes. If you don't agree with the updated terms, you can choose to stop using our site and services. If you continue to use our site after any changes are made, we will assume that you accept the updated terms.

Your Pense account

Who we can help
We are proud to offer our intermediary and advice service to UK residents and can only assist you in with products and services related to and regulated by the FCA (Financial Conduct Authority. We are fully authorised by the FCA to offer a range of financial products and services, to see our full range of permissions please see our entry on the FCA website here

Setting up your account
Setting up a free account on our website is easy. You can do it using your email and password or by linking your Google or Facebook account. If you use a password, please keep it safe and do not share it with anyone else.

If you suspect or discover that someone other than you knows your login details or has accessed your Pense account, please change your password immediately and contact us at info@pense.co.uk

If you allow others to access our website through your account, it is your responsibility to ensure that they agree to and follow these terms of use and any other applicable terms and conditions.

When we may suspend your account
We may temporarily suspend or permanently disable your account if we suspect that you are in violation of these terms of use or for any other reason we deem necessary.

Lastly, it should go without saying, but using our website for unlawful or fraudulent purposes is prohibited. If we suspect that you are doing so, we reserve the right to suspend or close your account without advance notice.

Our fees

We believe in complete transparency when it comes to pricing and value. We don’t charge customers a fee for the service we provide, but we do receive a commission from providers we work with.

As an ongoing client of Pense, we will contact you annually for a review where appropriate to
make sure you are still in the best product for your individual circumstances.

How our guidance service works

Our service provides you with access to independent financial guidance on retirement-related pension income products and providers. We help you find and compare a range of pension income products that suit your needs and goals.

The providers we work with
We work with a range of pension income product providers to ensure that we can offer our clients a whole-of-market range of options. While we work with these providers, they have terms and conditions that you'll need to agree to if you choose one of their products. This means we're not responsible for them and how they operate.

Applying for a pension income product
Once you've chosen what pension income product is the best fit for you, you'll be able to apply for that product with the help of our experts. You'll need to provide us with supporting evidence as part of your application.

We'll keep you updated and informed as your application progresses, either by live chat, email, phone call, letter or in your customer portal. You can choose your preference to be updated.

By using Pense, you agree that we can act on your behalf in liaising with pension income product providers (and any other third parties) as part of the application process.

Getting a pension income product offer
We'll let you know once we've submitted your pension income application. We'll stay in touch with the product provider to answer their questions and chase down updates. We'll do this until your pension income product is set up.

We can't guarantee that your pension income application will be accepted by the product provider. Each provider will have their own terms and conditions, which might allow them to reject your application. They could do this if they're made aware of information about you that affects their decision to offer you a pension income product. We don't have control or responsibility over the product providers' decisions or terms.

After your pension income product is set up
We'll remind you to review your pension income product regularly and let us know if your circumstances change. If you need to make any changes to your pension income product or want to explore other options, you can reach out to us for  support.

Cancellation and Account Deletion

If you want to cancel
If you wish to cancel your pension income application, you can do so at any time before the payout starts. Please contact us through our customer support channels to initiate the cancellation process.

For account deletion requests, please send your request through our customer support channels or via email to info@pense.couk. Ensure you provide the email address associated with your account.

If you cancel your application, any non-refundable fees paid to the provider cannot be refunded. However, you should receive any refundable fees from the provider. Pense does not have any responsibility for refunding any fees.

If you cancel after you have received any payouts, the provider may have policies that dictate how cancellations affect payouts.

When we might cancel
If we are unable to proceed with your application for any reason, we will notify you at the earliest opportunity.

Here are some reasons why we may not be able to proceed with your application:

  •  We are unable to find a suitable pension income product that meets your requirements.
  •  We discover that any of the information you provided is incorrect or misleading.
  •  You fail our customer due diligence or anti-money laundering checks.
  •  You are not eligible for any of the pension income products we can offer you.
  •  The pension income product you applied for is not available anymore, and we cannot provide an alternative.

Our right to suspend our intermediary services
We reserve the right to suspend our intermediary services at any time, for any reason. If this occurs, we will notify you as soon as possible. In some cases, we may need to do so without prior notice if circumstances beyond our control necessitate it.

Using our website

Other websites we link to
In some places on our website, we may provide links to other websites (for example, as a reference or to offer additional resources). While we strive to keep these links up to date, we are not responsible for the content, availability, or accuracy of those sites since we don’t own or operate them.

We regularly review our website to ensure that it's current and relevant. If you notice any content that’s inaccurate, please let us know by sending an email to our support team.

Third-parties and our website
We may feature material on our website that has been provided by third-party providers such as investment management firms. In such cases, we cannot accept responsibility or liability for the accuracy of such information.

If the website goes down
We cannot guarantee that our website or any of its contents will always be available or uninterrupted. In the event of any such downtime, we have backup plans in place to ensure that we get the site up and running again as quickly as possible.

Data we collect about you

You can view the details of the data that we collect from you and how we use it in our privacy policy.

By using our website, creating an account with us, and sharing your personal information, you agree that we may collect, process, and store your data in compliance with our privacy policy.

We are a registered data controller with the Information Commissioner's Office (ICO), an independent authority that safeguards public data rights. Our ICO number is Z5451238.

If you have a complaint

If you're not satisfied with any aspect of our service, please let us know so we can make things right, learn from it, and improve our services.

To make a complaint, you can contact us in any of the following ways:

- Reach out to your Pense expert directly.
- Call us at 01302 496300.
- Email complaints@pense.com.
- Send us a letter to:

Floor 2,
Manfield Chambers,
17 St Sepulchre Gate,
Doncaster
DN1 1TD
UNITED KINGDOM.

We encourage you to provide as much information as possible about the issue and the best way to get back to you.

We aim to acknowledge your complaint within 5 working days, and we will provide you with a formal, written response within 8 weeks. If we need more time, we will inform you of the delay and our expected timeline.

If you are not satisfied with our response, or if you think there is something we have missed, you can ask the Financial Ombudsman Service to help you resolve the complaint. They are an independent and impartial service that helps to settle disputes between financial businesses and customers. You can contact them within 6 months of our final response letter or within 8 weeks of your initial complaint (whichever is sooner).

If you have feedback for us that is not a complaint, please feel free to contact us via live chat or email at feedback@pense.com.

If you have any questions about our complaints process, please do not hesitate to get in touch with us via live chat or complaints@pense.com.

Our intellectual property

All of the quotes, data, and other content on our website are proprietary to Pense, and are protected by intellectual property laws. We own all the intellectual property rights in our content, including but not limited to copyrights, trademarks, trade secrets, and patents. Our website and its algorithms use our intellectual property to create live content that is specific to your needs.

You may view and print our content for personal use, but you may not modify, copy, reproduce, distribute, transmit, display, perform, publish, license, create derivative works from, transfer or sell any information, software, products or services obtained from our website. You may not use our content for any commercial purpose, or for any other purpose that is not expressly authorized by us.

We take our intellectual property rights seriously, and will enforce them to the fullest extent permitted by law. If you have any questions or concerns about our intellectual property, please contact us at info@pense.com.

Additional legal provisions

Our terms of use are based on the laws of England and Wales, and any legal disputes regarding them will be resolved in a court within those jurisdictions. This also applies to any non-contractual disputes between us.

For the purpose of these terms of use, a third party refers to anyone other than you or us. While the Contracts (Rights of Third Parties) Act 1999 may allow a third party to enforce a contract's terms, this law doesn't apply to our terms of use.

These terms of use represent our offer to act on your behalf in arranging and administering your mortgage, as well as in other ways related to your mortgage. By instructing us to take any such actions, you indicate your acceptance of our offer and agree to these terms.

Our brokerage service is governed entirely by these terms of use, which supersede any previous agreements or understandings between us, whether written or spoken, implied or explicit.

In the event that we need to assign or transfer these terms of use to another company, such as another entity within the Pense group or a new owner, this will not affect your rights or our obligations under these terms.

If you have any questions or concerns about these terms of use, please contact us at info@pense.com. We welcome your feedback and will do our best to address your concerns.

Terms of use was last updated on 09/01/2024.

About Pense