Service Standards and Performance
We aspire to deliver service excellence to our members and employers. To achieve service excellence, we’ve benchmarked where we are, and agreed measures to achieve our goal.
Our member service response times
Retirements
Pay a lump sum retirement grant within 7 working days of receiving all the information we need from the member.
Deaths
Acknowledge the notification of the death of a member to next of kin within 5 working days.
Notification of dependants benefits within 5 working days of receiving all the necessary paperwork.
Pay lump sum death grant within 7 working days of receiving the appropriate documentation.
Transfers Out
Provide a maximum of one guaranteed Cash Equivalent Transfer Value (CETV) within 10 working days of receiving a request.
Payment of CETV within 20 working days of receiving all completed transfer out forms.
Early Leavers
Notify members holding more than three months, but less than two years’ service, of their rights and options at leaving. As there is a one month and a day lying period the target is within 10 days of the end of the lying period or after the employer providing full leaving information if later.
Pay a refund of contributions within 7 working days of receiving the completed declaration and bank details form.
Notify early leavers entitled to deferred benefits of their rights and options within 10 days of being informed of end of pensionable employment.
New Members
Provide new members with scheme information within 20 working days of receiving details from employer.
Provide a transfer in quote within 10 working days of receiving the required information from the member’s previous pension scheme.
Estimates
For members, visit My Pension Online
For employers, complete requests within 10 working days of receipt.
Performance
The table below shows performance against response times.
| Measure | Target % | 2020/21 | 2021/22 | 2022/23 |
| Pay a lump sum retirement grant within 7 working days of receiving all the information we need from the member | 96 | 98.8 | 98.7 | 98.3 |
| Acknowledge the notification of the death of a member to next of kin within 5 working days | 96 | 94.6 | 95.6 | 97.4 |
| Notification of dependants benefits within 5 working days of receiving all the necessary paperwork | 96 | 93.2 | 93.5 | 96.5 |
| Pay lump sum death grant within 7 working days of receiving the appropriate documentation | 96 | 97.1 | 99.3 | 99.4 |
| Provide a maximum of one guaranteed Cash Equivalent Transfer Value (CETV) within 10 working days of receiving a request | 91 | 97.7 | 94.06 | 99.7 |
|
Notify members holding more than three months, but less than two years’ service, of their rights and options at leaving. As there is a one month and a day lying period the target is within 10 days of the end of the lying period or after the employer providing full leaving information if later |
85 | 88.8 | 94 | 96.7 |
| Pay a refund of contributions within 7 working days of receiving the completed declaration and bank details form | 91 | 99.3 | 99.2 | 98.5 |
| Notify early leavers entitled to deferred benefits of their rights and options within 10 days of being informed of end of pensionable employment | 91 | 96.3 | 94 | 97.4 |
| Provide a transfer in quote within 10 working days of receiving the required information from the member’s previous pension scheme | 96 | 86.1 | 93 | 98.1 |
| For employers, complete estimate requests within 10 working days of receipt | 91 | 99.5 | 99.7 | 100 |
Overall survey satisfaction
As part of our satisfaction survey questionnaires, we include the question “Overall I feel the service provided by the Fund on this occasion was excellent”.
The table below shows overall satisfaction.
Communications
Our Communications Policy summarises our communication channels on how we communicate with members, employers and other stakeholders.