Secure chat

Learn more about secure chat with our helpful FAQs

  • Answer:

    Currently secure chat is an option for members only.

  • Answer:

    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.

     


  • Answer:

    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.

  • Answer:

    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.

  • Answer:

    No, it’s accessible via our website and you don’t need any special technology to access it.

  • Answer:

    Yes, secure chat is available on desktop, mobile and tablet.

  • Answer:

    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.

  • Answer:

    Sorry to hear you’re experiencing issues. So we can help you, contact us using our contact us web form.

  • Answer:

    Yes, if you’d like to chat to one of our team, they’ll be available between the hours of 9am - 4.20pm, Monday - Friday, excluding bank holidays. We also have a dedicated Call Centre if you’d like to call us on 0345 606 6166, Monday – Friday, 9am -6pm, excluding bank holidays.

  • Answer:

    No, the help bot can’t answer questions about your account due to our security protocol, but it can transfer you to an agent within normal working hours who’ll be able to help with any questions you have about your account. Alternatively, if you’d like to chat to us about your personal account, please contact us via one of our other methods of communication.

  • Answer:

    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:

    • Full name
    • Date of Birth
    • National Insurance number or Teachers’ Pensions Reference number.

  • Answer:

    We’re sorry the help bot can’t help with your query today. Please contact us via our other methods of communication or come back within the hours of 9am – 4.20pm, Monday to Friday, excluding bank holidays to chat to an agent.

  • Answer:

    The help bot can answer questions about general pre-defined topics and give you options for further information.

  • Answer:

    Our help bot is available 24 hours a day via our website. The technology provides human like conversations around general pre-defined topics and gives you options for information. If it can’t help and it’s within our normal working hours 9am – 4.20pm, Monday – Friday, excluding bank holidays it will connect you to one of our agents. If it’s outside of these hours, we ask that you return another time or contact us via one of our other methods of communication.

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