All pension queries, including problems or complaints regarding membership of the Plan should, in the first instance be directed to the Plan Administrator.
For DC elements of your pension (Core DC and auto-enrolled):
Standard Life House
30 Lothian Road
Tel: 0345 60 60 077
For final salary / DB elements of your pension:
Team – Telefónica Pensions Administration
Lane Clark & Peacock LLP
St Paul's House
Tel: 0800 731 2638
For questions about your retirement options please also refer to the Government's free impartial and independent guidance service Pension Wise.
A copy of all the Plan documents are available from the Plan Administrators on request.
Click here for more questions answered.
What if the Plan administrator can't resolve a dispute ?
The Plan has a formal procedure in place for resolving disputes. You may request a copy of the full formal disputes procedure from the Plan Administrator at the relevant address above.
If you are dissatisfied with the outcome of the internal dispute procedure, the following external organisers are available to investigate complaints.
The Pensions Advisory Service (TPAS) is available at any time to assist members and other beneficiaries of the Plan in connection with any pension query that they may have or difficulty which they failed to resolve with the Trustees or Administrators of the Plan.
Complaints may also be referred to the Pensions Ombudsman who will investigate and determine any complaint or dispute of fact or law.
TPAS and the Pensions Ombudsman can be contacted at:
11 Belgrave Road
Tel: 01273 627600
The Pensions Regulator is able to intervene in the running of pension schemes where trustees, employers or professional advisers have failed in their duties.
The Pensions Regulator can be contacted at:
The Pensions Regulator
Tel: 0870 6063636
How are pensions tracked when people move jobs?
The Plan is registered with the Registrar of Occupational and Personal Pension Schemes. It acts as a central tracing agency to help individuals keep track of their former pension arrangements as they move jobs. The Register is held at:
PO Box 1NN
Newcastle upon Tyne
How is data protected?
The Data Protection Act 1998 imposes various obligations on organisations, which process information about you – this includes an obligation to notify you that information is held about you. In order to administer the Plan, data about you and your Dependants will be processed by the Trustees, Administrators and advisors of the Plan. Data may also be disclosed (including outside the European Union) to insurers, employers, any potential purchaser of your employer or its business and any administrator or adviser of another pension arrangement in the context of any transfer of your pension rights.
For more information on our Data Protection policy, please click here.