Members Charter
NHS Pensions - our commitment to you
NHS Pensions aims to provide a prompt, efficient and helpful service to all members of the NHS Pension Scheme.
The NHS Pension Scheme currently has 1.35 million actively contributing members and 560,000 members with preserved benefits. We pay pensions to over 660,000 pensioners every month.
We aim to:
- Pay pensions accurately and on time;
- Treat you as an individual with dignity and respect;
- Listen to what you say;
- Be fair, helpful and easy to talk to;
- Give clear reasoning and explanation when necessary;
- Keep what you say to us confidential; and
- Tell you exactly what you need to do and what information we need.
Tell us how we are doing:
Please tell us what we have done well or what we could have done better. We will use this information to make improvements to our service.
If you want to tell us about any improvements you think we could make, or tell us about good service that you have received, please contact us through this website. We are happy to receive feedback on any matter as part of our commitment to continuous improvement.
If you wish to make a complaint, please see below under the Pensions Specific Complaints section.
You can help us by:
- Giving your surname, initials and National Insurance Number (or Pension Scheme Number if known) when you contact us
- Giving us full and accurate information when we request it
- Treating our staff courteously; and
- Informing us if you change your address. (You can do this through this website, please click here)
Our service standards:
Click here to find a list of our core service standards. These will be updated regularly with any improvements or issues in regard to our services.
Pension Specific Complaints
If you have a dispute with NHS Pensions please contact Pensions Services and we will try to resolve it as soon as possible.
If you wish to make a formal complaint, please read the following leaflet and then complete the form below.
.