Customer Servicing Statement - September

Increasing member support 

We acknowledge that our service standards have fallen below those we, and our customers, have come to expect. We remain extremely sorry for the delays members have experienced in receiving benefit quotes or receiving new pension payments. 
 
Over the last three months we have continued to build capacity and capabilities to meet member demand for benefit information and payments. 
  
In our latest update we provide and signpost up to date information to support members planning or preparing for retirement.  Our servicing standards continue to improve and further measures have been taken to accelerate the production of benefit quotations over the coming weeks and months. 
  
We continue to prioritise services to members who are seeking payments following retirement and bereavement.  Alongside this our online support and information is available to all members, with opportunities for members to receive in-person and face-to-face support through our customer servicing centre and member events across the region. 
  
We thank our members and employers for their ongoing support and patience. 
  
Please find our latest customer update please visit Customer Servicing Update.