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 2024/25 we received a total of 643 responses through our customer satisfaction survey. This is an increase of 267 on the number received for the previous year. Currently, the survey is advertised on our website, in our email signatures and is included in any bulk email communications we send.

In April 2025, we redesigned our survey with the intention of encouraging members to leave feedback whilst leaving enough information for us to be able to adequately answer and help solve queries related to a Member's case. Whilst members are still able to leave feedback anonymously, it is important to note, we will be unable to offer help directly if you do not leave contact details. 

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

 

The charts highlight a shift in the profile of members completing the survey in 2024/25 compared to 2023/24. While pensioner members have continued to engage with the survey, we have also seen an encouraging increase in Active Members participating this year. This is a positive development, as we have been working to promote engagement with pensions both at the start of membership and when members are preparing to claim their benefits. 

Satisfaction levels

 

In 2024/25, 62% of members reported being satisfied with the service, representing a slight decrease of 2% compared to 2023/24. Whilst this drop is disappointing, it's important to note that we received 267 more responses this year. In fact, the number of satisfied responses in 2024/25 exceeded the total number of survey responses received in 2023/24, which is a positive indicator of overall engagement. 

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 main areas of our service that members provide feedback on are claiming their pension and accessing the online Member Portal. While we continue to work on improving the Member Portal, if you experience any difficulties signing in, please contact our Customer Support team.

We are available via telephone and email on: