Customer charter
We strive to give our scheme members and employers an efficient administration service providing clear and concise high quality information.
If we are unable to deal with your enquiry within the times quoted we will keep you fully updated of our progress.
Turnaround times start from the date all necessary information is received.
| Action | Time | Action | Time |
|---|---|---|---|
| Letter answered or acknowledged | 10 working days | Transfer out - issue of quotation | 10 working days |
| Lump sum retirement payments | 5 working days | Transfer out - payment made | 10 working days |
| 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 - quotation of service credit | 1 month | - | - |