Customer feedback

If you are having difficulties with our Member Portal or you have a query about your pension, we are best able to help you if you contact us Monday to Friday, between 09:00 to 16:30: 

     by telephone on 01962 845588
     by email at: [email protected]

Please ensure you include your full name, National Insurance Number and date of birth in any correspondence to us.

How are we doing?

We really value feedback from our customers on any aspect of our service. To encourage feedback, we include a link to the customer survey in every email that we send. We carefully review all feedback received and where practical, use your suggestions to improve our service to members. If you would like to provide feedback, please visit our customer survey.

Feedback Analysis

In 2025/2026 we received a total of 449 responses through our customer satisfaction survey. This is a decrease of 194 on the number received in the previous year. This decrease is likely down to changes made to the survey to better direct members who are struggling to log into the Member Portal. Previously we received a large volume of survey responses from those who needed real-time support, so these members are now fielded at the beginning of the survey and provided customer support contact information.

Currently, the survey is advertised on our website, in our email signatures and is included in any bulk email communications we send.  

The feedback we receive through the survey represents a small percentage of the members we communicate with each year, and we have been looking at additional ways we can engage with members. We aim to connect to even more members across all groups through our new member-focused webinars, which take place monthly.

Webinars and Videos

Types of Members

 

We have continued to see a large number of responses from Pensioners off the back of the retirement process. However, we have also seen a percentile increase in the number of deferred members, typically our hardest to reach member group, submitting a response. This is a great development as we have continued to locate members who have contact since their last employment.

Satisfaction levels

 

In 2025/26, 74% of members reported being satisfied with the service they received, representing an increase of 12% following 62% of members being satisfied in 2024/25. This is an encouraging increase which shows that changes in process, refreshing of communications and the availability of new Member Portal features has been well received. We have also improved the way we help members who were using the survey to get assistance using the Member Portal, who are now re-directed for more efficient assistance. 

Our members are always provided the opportunity to provide further feedback on our services, and we continue to follow up any responses where the member is not satisfied to find out how we could have improved their experience. Where possible, we use this feedback to make improvements to our service, processes and communications. 

The most common theme among the compliments received refers to friendly and helpful service provided by our Customer Service Team and appreciation from bereaved relatives who are grateful for the level of care and compassion shown by our Bereavements Team.

We are available via telephone and email on: