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Coronavirus (COVID-19) update

It is important to note that with our staff working remotely, we can only accept online applications and email enquiries and cannot accept post. This means that you should not submit any application forms or correspondence by post as we will not receive them. Please be aware that during the ongoing Covid-19 crisis, it might take us longer to deal with your complaints and enquiries.

We would like to reassure you that, wherever possible, we will be using our discretion to expand our time limit of three years for those new applicants affected by the current Covid-19 situation. Our time limits in relation to Pension Protection Fund (PPF) complaints and Financial Assistance Scheme appeals are considerably shorter. Again, where possible, we will be using our discretion on time limits. However, there is one area of PPF complaints (“reviewable matters”) where we do not have this discretionary power. Please contact us by telephone as soon as you can if you believe you may need to lodge this type of complaint.

We will continue to work with key stakeholders to provide a coordinated approach to our work. Given the additional pressures we are all facing, we will strive to be flexible in our approach to all pension complaints. We will continue to take account of the latest guidance from The Pensions Regulator to allow for possible effects that the current situation is having on our stakeholders and customers. Specifically, we will take steps to ensure that our work does not place unnecessary demands on the NHS or other care providers at this crucial time.

Please be assured we are doing everything we can to keep any disruption to an absolute minimum. We will continue to carefully monitor the ongoing situation and regular updates will be posted here to keep you informed of the changing situation.

Thank you for your patience in these difficult times.