Extra support available
We understand people have different needs. We are here to help. We appreciate these needs can be temporary or permanent and sometimes brought on by life events such as bereavement.
Our service is designed to be flexible, and we have trained staff on hand to look after you. Whether you need us to send information in a different format, prefer to talk to us through a different channel or you need additional support, we are here to help.
Whether you need us to send information in a different format, talk to us through a different channel or help you find a charity for more support, we’re here to help.
How we support you
Communications – You can change the way we send you things, so it works for you. For example, you can ask us to:
- Send you everything electronically
- Send documents in large font
- Send documents in Braille
- Send a link to download your documents online
Channel of choice – We support all communication channels equally so that you can contact us in a way that suits you. From calling our freephone number and getting straight through to a member of the team, to using our webchat or direct email service, we’ll make sure you get the answer you need.
If calling us is inconvenient, you can book a time for us to call you and even have a video call if that works better. We are also proud to support British Sign Language calls through InterpretersLive!.
Speaking to someone else – You can nominate someone else to communicate with us on your behalf or nominate an official Power of Attorney. We’ll make sure all details are recorded in our system and still follow the same data protection checks to keep your pension safe.
Other support – Our team are fully trained to provide as much support as they can and have a wealth of knowledge of charities and other organisations that can provide further help. Just contact us and we will provide all the assistance we can.
