Getting in touch

Thanks for your patience as we continue to restore our services following the transition. 

For the next few weeks, we ask that you only contact us if your query is urgent. This includes bereavement, serious ill-health or serious financial hardship. This will help us prioritise members who need immediate support and ensure their enquiries are resolved as quickly as possible. 

If you need to contact us urgently, please see the guidance below. 

If you contacted us during the temporary pause 

If you contacted us during the service transition about an urgent life event, we’re prioritising these cases and reviewing them as quickly as possible. 

New urgent queries

Please contact us by phone, through My Pension Online or secure webchat if you need to:  

• Report the death of a member and/or apply for family benefits 
• Tell us about a change in personal circumstances that may affect payment of your benefits  
• Apply for retirement where your intended retirement date is within the next six months 
• Provide information relating to, or request an update on, a retirement application with a retirement date within the next six months, or a serious Ill-health retirement application 
• Provide information relating to, or request an update on, an urgent application 
• Provide information relating to, or request an update on, an existing complaint. 

New applications and application updates  

Please contact us through My Pension Online or secure webchat if you need to: 

• Apply for retirement within the next 12 months (but not within six months) and need help with your application 
• Provide information relating to, or request an update on, a non-urgent application 
• Start a new application and need support with the process 
• General enquiries and future retirement planning 

If you've a general enquiry about your pension or about future retirement planning, you may find the information you need more quickly online.  

You can access our FAQs, member guides and videos if you: 

• Have a general question about the Scheme or your benefits 
• Would like information about retirement but aren’t planning to retire soon 
• Have a query about your service 

Our resources provide a wide range of information about the Scheme. You can also contact your employer, who can help update any missing or incorrect information. If you have missing service, you should contact the employer who you worked for at the time of service.