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.

Complaints

While we aim to do things accurately and within the timescales given, we recognise that sometimes, things can and do go wrong.  

If you feel we have let you down, or failed to live up to your expectations then please contact us and we will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible. 

If you are still dissatisfied with any decision made in relation to the Scheme you have the right to have your complaint independently reviewed under the Internal Disputes Procedure.

We will always do our best to resolve the matter as quickly as possible.