Customer service

We take your complaints very seriously and aim to improve our services as a result. Here are some examples of what we have done to make things better for our customers.

Examples of your feedback

State Pension leaflet

You said that the invitation to claim State Pension (leaflet BR33) does not provide contact or claim preferences for customers with speech or hearing difficulties.

We now include this information in the leaflet.

Written communications

You said the quality of hand written communications was sometimes poor and confusing.

We reminded agents of the correct process to follow to generate system issued notifications that are easy to read and understand.

Opening times

You said the published opening times for the Pension Service Claim Line were incorrect.

We changed the State Pension claim form and booklet (leaflet BR1) to show the correct opening times.

Repeat requests

You said you keep getting requests for documents even after you have sent them in and we have returned them. 

We added a date stamp to the compliment slip we use when returning documents. This makes it clear that the documents have been seen and returned so that there is no confusion over whether we still need to see them or not.

Incorrect address

You said the address provided in a notification issued from one of our pension centres was incorrect.

We changed the form to show the correct address.

Change in circumstances

You were not aware that you had to inform us when you got divorced. This is a change of circumstances in relation to your pension and could result in a loss of pension arrears.

Annual advice notes were updated to prompt customers to report divorce as a change of circumstances. This is in order to ensure they reported this in time to receive their full arrears.

Duplicate pension forms

You told us that you were being sent duplicate Pension forms after you had already requested and received the forms previously.

To prevent duplicate forms being issued, we introduced a system which makes sure we record all enquiries and requests received from customers under UK State Pension age.

Sensitivity

You told us we don’t always deal with your query sensitively.

We have carried out training with staff to help make sure they handle your call appropriately and with empathy.

Documents to support your claim

You said we sometimes hang onto documents that you have sent to us to support your claim.

We now photocopy original documents as soon as they are received in the office so that we can return them to you immediately.

Can’t get through

You said that you often find it difficult to get through on the phone.

We are working hard to reduce the number of calls that people make when they don’t need to and to deal with calls as quickly and effectively as possible.