Learn more about secure chat with our helpful FAQs
Answer:
Currently secure chat is an option for members only.
Secure chat provides you with an opportunity to contact us about your pension and to seek further information about the Scheme. We can also now answer questions about your personal account, providing security checks are passed. This service will be available between 9am – 4.20pm Monday to Friday, excluding bank holidays.
Our help bot will be available 24 hours a day via our website. This will help support you with general pre-defined topics and gives members options for information.
Unfortunately, we’re not authorised to offer financial advice. We can provide you with information which may help you to make a decision about financial decisions but we can’t steer you on the decision you wish to make. We’d recommend you consult with an Independent Financial Advisor.
Our secure service is available Monday – Friday between 9am – 4.20pm, excluding bank holidays.
Our help bot will be available 24 hours a day via our website.
It’s really simple. When you see the ‘Chat with us’ button on the right of the website, click that and you’re off. Our help team will be available for secure account information between 9am -4.20pm, Monday – Friday, excluding bank holidays and our help bot will be available 24 hours a day via our website. Out of usual opening hours the button will change to ‘can we help?’.
The help bot is technology that provides human like conversations and support. There’s a choice of pre-defined topics to give you options for information, or it will connect with a member of staff if it can’t help you and it’s within normal working hours.
No, it’s accessible via our website and you don’t need any special technology to access it.
Between the hours of 9am – 4.20pm, Monday – Friday, excluding bank holidays - yes, our friendly web team is available and responds to secure chat queries. Please be aware that all chats will begin with the help bot providing several options.
Outside of these hours our help bot, which is technology that provides human like conversations, will support you with general pre-defined topics and options for information.
Sorry to hear you’re experiencing issues. So we can help you, contact us using our contact us web form.
Yes, secure chat is safe. We require all members to pass through our security process when discussing account details. So, before you contact us, make sure you have the following information to hand:
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