Service Update

The COVID-19 pandemic has meant that the NESPF has had to adapt its normal service offering and working practices.

As a result, the team is currently experiencing a high level of queries and is extremely busy.

We are aware that timescales are currently longer than usual and we are striving to implement solutions to help combat this. The NESPF is committed to providing a high-quality service, so we kindly ask that members remain patient as we navigate through our workload.

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	15-20 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 4 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

While we experience an increased level of queries, we ask members to self-serve where possible. There are numerous sources you can use to find information:

Our Website

The dedicated member areas provide detailed information on aspects relevant to each member group – Active (paying into your pension), Deferred (your pension with us is currently on hold) and Pensioner (you are receiving your NESPF pension).

The website also contains a wealth of information about the Fund, its investments and its performance.

The Publications and Forms section contains all our forms and member guides. Forms can be accessed and printed off or sent directly to us and we encourage members to utilise guides when looking for detailed information on specific subjects e.g. Divorce or Absence.

The Your Questions Answered page covers our most frequently asked questions organised by key topics.

The search symbol at the top right-hand corner of the website allows you to run a search on specific key words which can help you narrow down information you are seeking.

My Pension Portal

We encourage members to register and login to our member self-service system, My Pension.

To register for My Pension you simply have to follow the instructions outlined under Step 1 and complete the process.

Once you have logged in, you can perform a variety of functions including:

• Viewing your current pension value
• Updating your contact information and death grant preferences
• Downloading forms and documents and resubmitting them to us
• Using our pension projectors to see what happens to your pension value under different circumstances e.g. retiring at age 60 vs age 65

Contact Us Page

The Contact Us page of our website details other ways you can currently contact us. You can also submit an enquiry through this page.

We are presently closed to visitors and no appointments or face-to-face meetings will be held however you can still call or write to us.

Phone: 01224 264 264 (lines are open 10:30-12:00pm Mon to Fri). We receive a high number of calls daily so please have all relevant information to hand including your National Insurance number when calling.

Post: North East Scotland Pension Fund, Level 1, 2MSq, Marischal Square, Broad Street, Aberdeen, AB10 1BL

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