Our total member experience

We understand that defined benefit pensions advice can feel a bit daunting. We aim to remove the ‘fear factor’ for members with a process that’s designed to be welcoming, educational and friendly.


We allow members to communicate with us in the way that best suits them, whether face-to-face, by telephone or online.

Where appropriate, we use other types of communications to make sure members understand the advice process and the options available to them.

Our websites and other materials are clearly laid out and written in 'plain English'.