How are we doing?

Our standards

Type of case Our standard
Retirement 15 working days
Estimate 15 working days
Divorce 15 working days
Transfers in & out 15 working days*
Death 15 working days
Refund 15 working days
Rejoiners 20 working days
Deferred 30 working days

*We also have to send you a letter to explain what will happen if you wish to transfer to a defined contribution scheme (such as a personal pension). This can take up to 5 days in addition to the 15 days noted above.

Note: If your request involves more than one of the processes above then the service standard for each process will apply. 

Our current performance - 2025 to 2026

Quarter 4 (January to March 2026)

Hampshire

Type of Case  Time to complete (days)
 0 to 5  6 to 10 11 to 15 16 to 20  21 to 30 31 plus Total On target (%)
Active Retirement 215 73 12 0 0 0 300 100.00
Deferred retirement   284 293 29 0 0 0 606 100.00
Estimate 243 239 114 0 0 0 596 100.00
Deferred Benefits 140 40 17 30 1629 0 1856 100.00
Transfers in & out 206 159 125 0 0 0 488 100.00
Divorce Quotes 36 62 26 0 0 0 124 100.00
Refund 24 386 16 0 0 0 426 100.00
Death 203 44 47 0 0 0 294 100.00
Grand Total 5,223

West Sussex

 Type of case  Time to complete (days)  
 0 to 5 6 to 10 11 to 15 16 to 20 21 to 30 31 plus Total On target? (%) 
Active Retirement 82 36 7 0 0 0 125 100.00
Deferred retirement 92 120 32 0 0 0 244 100.00
Estimate 92 151 58 0 0 0 301 100.00
Deferred Benefits 52 12 6 13 590 0 673 100.00
Transfers in & out 113 92 53 0 0 0 258 100.00
Divorce Quotes 12 26 18 0 0 0 56 100.00
Refund 2 136 13 0 0 0 151 100.00
Death 96 9 29 0 0 0 134 100.00
Grand total 2,098

Hillingdon

 Type of case  Time to complete (days)    
 0 to 5 6 to 10 11 to 15 16 to 20 21 to 30 31 plus Total  On target? (%)
 Active Retirement 22 24 2 0 0 0 48 100.00
 Deferred retirement 36 46 12 0 0 0 94 100.00
 Estimate 30 21 11 0 0 0 62 100.00
 Deferred Benefits 36 3 4 1 33 0 77 100.00
 Transfers in & out 15 63 13 0 0 0 91 100.00
 Divorce Quotes 3 13 19 0 0 0 42 100.00
 Refund 9 5 1 5 104 0 124 100.00
 Death 32 2 8 0 0 0 42 100.00
Grand total 679

Westminster

Type of case
  		  Time to complete (days)  
0 to 5  6 to 10  11 to 15 16 to 20 21 to 30 31 plus Total  On target? (%)
Active Retirement 14 5 0 0 0 0 19 100.00
Deferred Retirement 20 23 6 0 0 0 49 100.00
Estimate 17 34 13 0 0 0 64 100.00
Deferred Benefits 3 2 1 1 69 0 76 100.00
Transfers in & out  48 50 19 0 0 0 117 100.00
Divorce Quotes 1 6 2 0 0 0 9 100.00
Refund 1 26 1 0 0 0 28 100.00
Death 30 1 7 0 0 0 38 100.00
Grand total 406

2025 - 2026

2024 - 2025

2023 - 2024

2022 to 2023

2021 to 2022

2020 to 2021

2019 to 2020

2018 to 2019