Customer charter
We will always respond to your query as soon as possible.
The table below provides a guide for how long you should allow for us to complete particular requests.
If we are unable to complete your request within the times quoted, we will keep you fully updated of our progress.
If you have any questions, specific requests or you need something urgently you should contact us.
Turnaround times start from the date all necessary information has been received.
| Action | Time | Action | Time |
|---|---|---|---|
| Letter answered or acknowledged | 10 working days | Transfer out - quote | 10 working days |
| Lump sum retirement payments | At the next available payment date after processing the retirement | Transfer out - payment made | The next available payment date after processing the transfer |
| Notifications to new pensioners | 5 working days | Preserved benefits - notification | 10 working days |
| Death benefits - notification of details | 5 working days | Refunds of contributions | 10 working days |
| Death grant payments | 5 working days | Additional contributions | 10 working days |
| Transfer in - quote | 1 month | - | - |