Hi. Grateful for some advice on this pension query..... My aunt's bank flagged to her that her private (work) pension had ceased to be deposited in her account some time ago. I only looked into it today but after a call to the fund (with her permission) I discovered they had stopped paying it since August 2018 as they said that a certificate of identity had been sent out some time ago, but had not been returned by my aunt. Payments stopped subsequent to this... She may or may not have received this but unfortunately cannot remember, but then the customer agent said that there appeared to be a problem with her address & it may have been returned to them unopened. She has had the same address since birth so I'm not buying this & he also sounded sheepish...he agreed she was due the unpaid sum for almost 3 yrs worth of payments & promised to sort it immediately (no exact sum confirmed but it's approx 40k based on basic calcs).. my qu is should they offer her compensation for this ? It seems a rather big 'oversight' and not entirely her fault. Appreciate any advice.... Thank you.