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Contacting Pensions and other useful information

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 - -
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Last updated: 20 March 2017

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