We are currently reviewing how we request information for member’s records with missing data or to amend incorrect data. The accuracy of this data is essential to ensure members can access up to date Total Reward Statements, Annual Allowance Statements or any other information about their pension.
Currently, we will keep requesting this information from employers until the query has been resolved and the data error can be cleared. We don’t have a standard approach and this has resulted in a variance in the standard of service that is provided.
With effect from 1 December 2019, the way in which information is requested will be standardised. The process is in line with the current Employer Charter where a response from the employer is expected within 20 working days.
The new process is as follows:
- All requests will initially be sent by email and the case will be placed in a ‘pending’ queue for 20 working days
- If a response has not been received after 20 working days, the administrator will attempt to contact the employer via telephone to ensure we hold the correct contact details.
- The employer can provide the information over the phone or ask for the information request to be emailed again. The case will be placed in the ‘pending’ queue for a further 5 working days if required
- If no response has been received, an escalation email will be sent to the Finance Director and the case will be placed in the ‘pending’ queue for 10 working days
- If no response has been received, we will contact the member to inform them that we are unable to update their record
We welcome any feedback from employers about the new process as we aim to work collaboratively with employers to ensure that collectively the customer is primary focus of all the work we carried out.
Any feedback should be provided to our Stakeholder Engagement Team.