Your feedback has helped us to make improvements. Here are some of the things you've said together with the changes we've made.
You said...
I tried to log in to My Pension last night but received an error message. When I logged in today it was fine, and I could see the notification on the log in page to say the website is closed for maintenance at night. Can I suggest this notification is also added elsewhere on the website so we can see it during the maintenance time?
So we...
Added the notification to the top of the 'Help with My Pension' contact us form.
You said...
I'm trying to add my bank account details but it’s not clear if the field ‘bank account’ refers to a name or number?
So we...
Updated the online form to make the field names clearer.
You said...
I wanted to know how long you would pay my pension to my spouse after death, if this was after I had started receiving the pension.
So we...
We added clarification to the 'What death benefits we pay' page to confirm that a spouse/civil partner/cohabiting partner pension is paid for the rest of their life.
You said...
There’s been longer wait times when on the phone to Customer Services.
So we...
Have recently recruited additional staff to the Customer Services team due to an increase in calls over the last six months, which resulted in longer wait times and increased feedback from members. We will be recruiting again in the new year to increase the size of the Customer Services team further.
Updated September 2024