Core Range service pause

A service pause will apply from 12 to 23 October 2026 while the Core Range changes are completed. During this period, affected customers will be unable to carry out specified investment transactions in the affected account, such as: <ul> <li>Switching funds </li> <li>Taking a one-off lump sum </li> <li>Taking tax-free cash </li> </ul> This service pause applies to customers with affected Core Range holdings.

Parmenion transfer service pause

A second service pause will apply from 9 to 27 November 2026 while investments are prepared and transferred to Parmenion. The service pause begins before the customer’s Retirement Account closes on 13 November 2026 and continues while individual holdings move and settle.

Secure Income purchase service pause

A third service pause will apply to new Secure Income purchases. From 13 November 2026 until early 2027, customers will not be able to use funds held in their Parmenion SIPP to buy new Secure Income. This does not affect existing Secure Income. Canada Life will continue making existing Secure Income payments gross of any income tax into the Parmenion SIPP. Parmenion will notify advisers when new Secure Income purchases become available.

Service pauses and transaction restrictions

Service pauses will apply while we make changes to investments and prepare for the planned transfer to Parmenion. A separate service pause will apply to new Secure Income purchases after the transfer.

This page is the place for customers and advisers to check the latest confirmed dates, affected services, transaction restrictions and cut-offs.

Current service information

Last reviewed: 8 October 2026

Important information.

From 8 October, customer transactions for The Retirement Account can no longer be completed through the portal. Please contact Customer Services:

Phone: 0800 032 7689
Email: ifaservice.ra@canadalife.co.uk
Opening Hours: Monday to Friday, 9 AM – 5 PM

Confirmed service pauses

A service pause will apply from 12 to 23 October 2026 while the Core Range changes are completed. During this period, affected customers will be unable to carry out specified investment transactions in the affected account, such as:
- Switching funds
- Taking a one-off lump sum
- Taking tax-free cash
This service pause applies to customers with affected Core Range holdings.
A third service pause will apply to new Secure Income purchases.

From 13 November 2026 until early 2027, customers will not be able to use funds held in their Parmenion SIPP to buy new Secure Income.

This does not affect existing Secure Income. Canada Life will continue making existing Secure Income payments gross of any income tax into the Parmenion SIPP. Parmenion will notify advisers when new Secure Income purchases become available.

Important payment dates

For Investment Only and Blended clients, to reduce the risk of the service pauses and transfer delaying payments:

Regular Pension Drawdown withdrawals due in October and November 2026 will be paid on 12 October and 12 November respectively
Regular crystallisations due in October and November 2026 will take place on 12 October and 12 November respectively

A withdrawal or crystallisation may therefore happen earlier than usual. For Secure Income Only clients, withdrawals will continue as normal.

Before you request an action

Before requesting a transaction, instruction or change, check the current service information above. This includes requests relating to:

Fund switches or investment instructions
One-off or partial withdrawals
Contributions
Changes to regular contributions
Changes to regular Pension Drawdown withdrawals
Changes to regular crystallisation instructions
Transfers to another provider
Tax-free cash

Choosing another option

A service pause does not change the deadline for Canada Life to receive any required valid instruction if a customer wants to choose another option. Canada Life must receive any required valid instruction before 30 October 2026.

If you need support

If you have a question about a service pause, an instruction already in progress, or information that appears wrong, missing or out of date, please contact Canada Life.

Customers

Phone: 0800 032 7690
Email: customers.ra@canadalife.co.uk
Opening Hours: Monday to Friday, 9 AM – 5 PM

Advisers

Phone: 0800 032 7689
Email: ifaservice.ra@canadalife.co.uk
Opening Hours: Monday to Friday, 9 AM – 5 PM

We may monitor or record calls to help improve our service