Service Charter
Our public commitment on service standards and turnaround times.
Our Commitment to You
This charter sets out the service standards you can expect from the scheme secretariat, and how to hold us to them.
Acknowledge enquiries
Within 2 working days
Respond to written enquiries
Within 5 working days
Process benefit claims
Within 30 days of complete documentation
Issue annual benefit statements
Within 60 days of financial year end
Update member records
Within 10 working days of receiving forms
Resolve complaints
Within 21 days, with escalation to the board where needed
Not satisfied with our service? We want to hear about it.
Give FeedbackThe full, official service charter document is published in the document library and remains the authoritative version.