Search for information, advice and guidance

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.

Response times
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 - -