Service Levels
For transparency and to allow members to plan, we have published our current service timescales.
Service Timescales
We aim to process requests within the below timescales. If any additional information is required to proceed with your request we will contact you again and let you know whether this might cause any delay.
We would ask that you do not contact us before the timeframe above has passed, as this can add to workloads and possibly cause delays.
| Request | Timescale |
| Actual Pension Calculation | 10-15 working days from when all relevant information is received |
| Transfer Requests | Up to 3 months |
| Pension Benefit Estimates | 6-8 weeks. Remember My Pension+ allows you to run your own estimates to see what your pension will be at different dates. In most cases the system uses the same figures and calculations that our own officers use |
| Retirement Options | If you are retiring and taking your pension, your pension options will be sent anywhere between 6 weeks before your retiral date to 6 weeks after depending on when we are notified of your retiral date |
| General Queries | 6-8 weeks |
| APC Requests | 6-8 weeks |
Where To Find Information
If you have a query there are a range of resources available to you to answer your question:
Our website
There are dedicated member areas that provide detailed information on aspects relevant to each member group:
- Active - members currently paying into the Fund
- Deferred - members who have a pension with us but are no longer paying in
- Pensioner - members receiving payment of their pension
My Pension+
We encourage members to register and login to our member self-service system, My Pension+. Here you can access all sorts of details about your pension:
- View your current pension value
- Run calculations to see what your pension would be worth at different ages. So if you are trying to decide whether to go at 60, or 61, or any age your calculators can tell you what you'd get
- Update your contact information and death grant nominations
- Download and upload forms and documents
- View and download P60s and payslips
Still need help?
You can submit an enquiry through our website, or call or email us. Full contact details are available on our Contact Us page.
Latest Updates
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Pensions Awareness 2025 is returning from 15th to 17th September and serves as a reminder to take time to check your pension is on track for the retirement you want.
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September marks the start of a busy season in the pensions industry with several forthcoming events encouraging us to think about our pension pots.
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Annual Pension Statement videos are now available on our secure member portal My Pension+.
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The Retirement Planner available on the My Pension+ portal can give us a clearer picture of how our finances in retirement could look.
