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Contact us - Pensions

1. Contact us - Pensions

Updating your contact details

It is easy, secure and convenient for all Scheme members to update their address and death grant nominations online, by logging on to my pension online.  

If you would prefer to contact us, please note:

  • Deferred and Pensioner Members should make address changes by logging in to their pension account, or in writing to us. 
  • Pensioner bank details can only be changed in writing. This can be done by letter or by completing our change of bank details form.
  • Active/contributing members can change their address by telephone, email or by logging in to their pension account.
  • For all members, changes in marital status need to be accompanied by a clear photocopy of the marriage certificate, civil partnership certificate or decree absolute to authorise the change.

When writing to us, please include your full name, date of birth and national insurance or payroll number and remember to sign your letter.

Contact us 

Telephone: 01296 383 755 (NB: lines are open 9am to 5:30pm Monday to Thursday and 9am to 5pm on Friday)
Email: pensions@buckscc.gov.uk 
Fax: 01296 383780 

Pensions & Investments Team  
Buckinghamshire County Council 
County Hall 
Walton Street 
Aylesbury 
HP20 1UD

 

 

2. Complaints about Pensions

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

If you feel we have let you down or failed to live up to your expectations, please contact us and we will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible. We will always do our best to resolve the matter as quickly 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.

LGPS  rules for settling disputes

Our internal dispute resolution procedure guidance can be downloaded below.

Disclaimer: The guide does not cover every aspect and is not an interpretation of the scheme regulations. In the event of any unintentional differences, the scheme regulations will prevail. The guide does not confer any contractual or statutory rights.

Downloads

3. 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.

Response times
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 - -