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Contact us - Pensions

1. Contact us - Pensions

To keep your pension record up to date and accurate we need written confirmation of any changes of details ie your address or the bank account into which your pension is paid.

Changes of bank details or address must be made in writing.

Please ensure all correspondence includes your full name, signature and either your pension payroll number or national insurance number.

Email us at pensions@buckscc.gov.uk 

Write to us at:

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

Telephone: 01296 383755 (NB: lines are open 9am to 5:30pm on weekdays)

Fax: 01296 383780

Complete our online survey

2. Complaints about Pensions

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, 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 - -