Customer Service
In addition to the key service standards below, we have processed around 40,000 other items of casework during the year. These include changes to key membership data when Scheme members have variations to their contracts of employment or leave to work with other Scheme employers within the Fund. We are committed to ensuring our data is up to date and accurate, and record all cases where we discover an error. All errors are analysed to ensure procedures are being operated as intended and to identify any shortfall in staff training and development. During the year we identified 9 overpayments with varying reasons. These are now in the process of being analysed. We also participate in the National Fraud Initiative that provides us with valuable information about Key Service Standard Setting up a record Transfers in General enquiries Additional benefits Pension rights on divorce Retirement estimates Refund of contributions Preserved benefits Transfers out Retirement benefits Death benefits Re-employment enquiries Pensions Increase at All key tasks Target Days 5 7 5 12 5 5 9 20 5 5 4 7 ----
Pay day 55 after birthday
pensioners who have died where we haven’t been informed. Details of these are shown on the next page. We continue to provide twice-yearly newsletters to our pensioners and annual newsletters to our current and deferred members. We pay over 41,000 pensioners every month and produce annual pension statements for both current and deferred members. The Fund also offers an advisory service where members can discuss any pension related issues with our staff face to face. We organise an employers’ forum at least ??HH YX\? \?[?[??X[YY][??????[YHY[X?\???\? \???X[??H[? \?\??YY][???\? X?\?Y ?\??X?H ?[?\? ??\? H YX\?[?[?? ?\?X\?? ? L?\??]?[?[? H????[?? X?N?[?H[YBH ??H K MMH ?
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