Terms of business

We are consolidatemypensions.com Ltd trading as Zippen.

This document sets out our Terms of Business and is provided to potential customers who are considering using our pension consolidation service

It is important that you read and understand these terms, which explains what Zippen does and the cost of using this service. 

By choosing to transact with Zippen, you agree to accept and be bound by the terms set out below. If you do not agree with any of these terms, you should not use Zippen’s service. 

How Zippen is Regulated

Zippen is authorised and regulated by the Financial Conduct Authority (FCA) to provide advice on pension consolidations. You can check our details and regulatory permissions using the Financial Services Register (register.fca.org.uk/) or by contacting the FCA directly on 0800 111 6768. Our FCA reference number is 936766.

Scope of Services

Zippen is an online pension consolidation service. We provide simplified, streamlined advice on pension consolidation. Your pension pots will be consolidated into one of the pension pots you already own. 

We don’t look at other pension providers or pension pots that might be available in the wider marketplace, nor do we provide advice or review any other financial services products, other than those pension pots disclosed by you during the online chat process.

We don’t review the suitability of your pension investments for your personal needs, scheme performance or whether the level of your pension contributions / assets will be sufficient to meet your retirement needs. If you require a review of any of these matters, you should seek independent financial advice from an appropriately qualified and authorised financial adviser. 

We use the information you provide to contact pension providers on your behalf, to obtain details of your current pension schemes and values. We then use the responses to make a personal recommendation on how to proceed with a pension consolidation. 

If you accept this personal recommendation we liaise with all your pension providers and arrange for your pots to be consolidated in line with this. 

Initial collection of data is via our online chat facility, with the majority of communications with you by email after that, though we may also communicate with you by online chat or phone. 

We rely on the accuracy of data provided by you to contact / obtain necessary information from pension providers and are not liable for any issues arising from inaccurate or incomplete provision of such information. 

Validity of Zippen’s Recommendation

Our personal recommendation regarding your pension consolidation will remain valid for 30 days from the date that the Suitability Report is provided to you. 

Excluded Pots 

In some circumstances, it might not be possible to locate every pension pot you tell us about. We do our best to find every pot you disclose, reconfirming details with you to ensure accuracy, asking you to check with your previous employers and contacting a wide range of pension providers. However, sometimes it’s just not possible to track them down, or it could even be that you didn’t actually have a pension with those employers, or even that you might have had a refund of pension contributions. 

In such cases, we give you the choice of leaving all your pension pots where they currently are or going ahead with consolidating those pension schemes Zippen has located. If you go ahead with consolidating, you understand that you will be left with more than one pension pot, though you’ll still benefit from the convenience of having less pots to keep track of. Any schemes that are located in the future may be eligible for consolidation via a new Zippen journey.

How We Use Your Data

When you set up an account with us we collect some personal data and information about your employment history, which enables us to provide a recommendation on pension consolidation. We only ask for information that is relevant to enable us to provide a recommendation on pension consolidation. We need to share this information with pension providers to obtain responses from them about the pension pots they hold in your name, together with the valuations. In signing electronic Letters of Authority, you consent to us sharing your personal details with those providers that you have told us hold pots in your name. Full details about how we use your personal data can be found in our Privacy Policy

Information is gathered on a ‘contractual’ basis, which means that we ask for relevant information, to ensure that we are able to carry out our responsibilities under the terms of these Terms of Business.

We’ll retain this information for as long as we need to so that we can fulfil our regulatory and legal obligations, including for defence of any potential complaints that may arise in the future, as well as to help you to understand the service you purchased, if your own records aren’t available.


Zippen charges a single fee for liaising with your pension providers, giving you a personal recommendation and, where you want to go ahead with that consolidation, organising to move your pension pots in line with our consolidation recommendation. 

This fee is based on the total value of the pots you are looking to consolidate, as set out in the table on our home page.

We’ll confirm which fee you’ll pay when we have confirmation of pot values from pension providers. 


When we contact your providers to start the process, they'll each write to you to confirm that they're selling your pension funds to move into the scheme we recommend for consolidation.

You typically have 30 days from when your pots are received into your recommended scheme to change your mind about consolidating your pensions. Your pension providers will explain your Cancellation Rights in the documents they send you.

It's important to understand, though, that it might not actually be possible to return money to your old pots. Also, if the value of your pension has fallen during the time the pots have been consolidated, exercising your cancellation rights will mean less money is transferred back to your old pension pots (of course, if the value of your pension has risen, more would be transferred back).

If you do change your mind about consolidating your pension pots, you'll need to get in touch with your providers straight away, following the instructions they sent to you. If you need anything, of course get in touch with us and we'll do what we can to help.


If you’d like to make a complaint about Zippen’s service, please get in touch with us by any of the following:

- By email:    hello@zippen.co.uk
- By phone:   0333 006 5090
- By post:     Censeo House, 6 St Peter's Street, St Albans, AL1 3LF 

If we can’t resolve your complaint, or you aren’t satisfied with the resolution we propose, you may be entitled to refer your complaint to the Financial Ombudsman Service.

Your Responsibilities

It’s your responsibility to deal with us in an open and transparent way. We rely on you responding accurately, to the best of your knowledge, to our questions so that we can provide you with an appropriate service for your circumstances. 

If you have any doubts about whether Zippen’s service is suitable for your circumstances, you should seek independent financial advice from an appropriately qualified and authorised financial adviser.

You acknowledge that any pension plan into which Zippen recommends you transfer, may go down in value.

You agree to access our website only in accordance with this agreement.

You are responsible for configuring your information technology, computer programmes and platform to access our website and for providing us with and maintaining a secure and up to date email address. You should use your own virus protection software. 

You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected with our website. You must not attack our website via a denial of service attack or a distributed denial of service attack. By breaching this provision you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your rights to use our website will cease immediately.

Our Website

You agree that your access to our website will be subject to our website being unavailable from time to time, our Cookie Policy (set out in our Privacy Policy) and there being no guarantee that our website will be secure or free from bugs or viruses.


Except as expressly set out in this agreement, or as permitted by any local law, you undertake to access our website and use the services only for your personal use. 

Intellectual Property Rights

You acknowledge that all intellectual property rights on our website, including copyright in all items on our website, belong to us. 


We may terminate this agreement immediately by written notice to you if you commit a material or persistent breach of this agreement which you fail to to remedy (if remediable) within 14 days after the service of written notice requiring you to do so and upon such termination shall cease to access our website and use our services.

Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this agreement that is caused by any act or event beyond our reasonable control. 

This agreement, its subject matter and its formation are governed by English law. You and we both agree that the Courts of England and Wales will have non-executive jurisdiction. However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland. 

Consolidatemypensions.com Ltd trading as Zippen (company number: 10970025). Authorised and regulated by the Financial Conduct Authority ( FCA number: 936766)

Registered address: Censeo House, 6 St Peter's Street, St Albans, AL1 3LF