Death of a PB BEFORE April 2008 June 2018 | Page 14

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Mypension is a secure interactive service which allows you
(after registration and through a secure login) to:
• Access your pension account online.
• Access and update personal details online.
• Check monthly pension payments.
• Make elections and request information.
• Contact us direct with a query.
To view a demo of this facility please visit
our website at www.sypensions.org.uk/
online/mypension/demo
To register, choose request a password.
A password will be created and sent
to your home address within
5 working days.
12 Service Standards
South Yorkshire Pensions Authority’s Customer Charter includes standards of
service dependants’ and beneficiaries’ can expect when a member dies. The
service standards which apply are set out below.
• death grant: if a death grant is due, this will be processed for payment to be
made to the personal representative, or to the people or organisations appearing
on a valid nomination, within 4 working days of receipt of all the documentation
necessary to make such payments.
• dependants’ pensions: if any dependants pensions are due, written details
will be sent to them within 4 working days of receipt of all the necessary
documentation. Payments will then be made at the end of each month. Any
arrears due will be processed within 4 working days.
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SouthYorkshirePensionsAuthority
13 What To Do If You Are Unhappy
With Our Service
Whilst we always try to do things accurately and on time, we recognise that
things can, and sometimes do, go wrong. If you feel that we have let you
down, or failed to live up to your expectations, then there are several things
you can do.
Initially, you should speak to the Team Manager or Pensions Services
Manager of the relevant service group. They will be able to deal with your
problem and to put things right if they can or to reach an amicable solution
with you.
If no solution has been found and you wish to make a formal complaint then
you should write to or e-mail our Complaints Officer, Ian Baker (ibaker@
sypa.org.uk).
You can reach any of the Regent Street staff through the general enquiries
telephone number on 01226 772923. The Pensions Services Managers
can be reached on the Advisory Service numbers listed on page 11.
If You Make a Formal Complaint
If you make a formal complaint we will:
• respond to your complaint in writing within 3
working days of its receipt.
• endeavour to give you a full explanation of what
went wrong, why, and what we will do about it.
If we cannot give you a full explanation immediately,
either because we need more information or we
have to investigate further, we will:
• tell you so within 3 working days
of receipt of your complaint.
SouthYorkshirePensionsAuthority
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