How we communicate with you
Our communications play an important part in helping our members plan for retirement. Some are posted to you, some are provided online by email or through your online account and sometimes we’ll even speak to you over the phone. This page explains how you’ll receive the different communications we might send you and how you can manage your communication preferences.
Communications issued to all members
Each year, the Fund issues a selection of documents to all members. This includes your personal annual pension statement and two newsletters. These documents can be accessed on your online account and we’ll send you an email to let you know when they are available.
If you’ve opted-in to paper communications, we’ll also post a copy to your home address.
If you haven’t opted-in to paper communications but haven’t registered your online account, we won’t be able to email you to let you know when a document is available online. If that’s the case, we’ll post you paper copies to you until you have registered for an account online.
If you’d like to receive paper versions of these communications
We know some people may prefer to get paper copies through the post. If that’s the case, we’d still encourage you to register an online account.
Once you have an online account, you can:
- Download and print any communication you’d like in paper form, and
- Change your communication preferences in the ‘Settings’ section of your online account at any time from 7 December 2020.
To opt-in to receiving printed communications in the post you can also write to us at any time.
Communicating with the Pensions Team
Sometimes you may need to contact the Pensions Team to ask a question or make a change. In these cases, our team will usually communicate with you in the same way that you contacted them. For example, if you email them, they’ll reply to you by email whereas if you send them a letter, they’ll send one back.
Sometimes, our Pensions Team will also need to write to you. This could be to post a copy of your membership certificate or a retirement quote. Even if you haven’t opted-in to receiving paper communications, our Pensions Team will still send you these documents in the post as we believe it’s important for you to have a copy of them.
Other cases where we may write to you
In certain circumstances, we may need to contact you about something particularly important. In which case we may choose to write to you in addition to contacting you through your online account or by email. We would do this so that we have the best chance possible of reaching you. This could happen if we are making a change to the way the Fund is run e.g. if we are making a change to the Fund’s Trustee Board, investment options or contribution rates.
If you have any further questions about how we communicate with you, please contact us.