COVID-19 Service Update

Trafalgar House continues to operate as usual.

Pensions are being paid, questions are getting answered and quotes are being sent.

Pension payments

Please don’t worry about your pension getting paid. We have put additional measures in place to make sure pensioner payrolls run as normal. No delays. No changes to payment dates.

If your pension is due an increase, this will be paid at the usual time. The letter telling you what the increase is may take a little longer to get to you. Your new pension amount will appear online about a week before it reaches your bank account. So, if you want to see what the increase is, log in to your account.

Expect longer response times

Some things are taking us a little longer than usual, and you should expect longer response times. To protect the NHS and our team, we have closed our offices, and everyone is working remotely. Please try and be patient with us while our team adapts to a new way of working.

Leave more time

If you are planning on taking your pension in the next few months then don’t worry, we can still get you set up and paid. But it might take us longer than usual. So please leave enough time for your application to be processed. To be safe, we recommend you leave up to 8 weeks between submitting your application and the first payment reaching your bank account.

Protect your pension

At times like these, criminals target people using fear and uncertainty to encourage them to transfer their pension to bogus schemes. Do not be pressurised into making a short-term decision about your pension. Do not let criminals steal your life savings. 

Read this guidance on pension scams and how to avoid them before doing anything with your pension.

Get in touch

The best way to contact us is through your pension scheme's website. It’s secure, and you will get the fastest response by contacting us online. 

It now takes us longer to receive and send some things through the post so try and avoid it. Instead, send your question or request through this website. If you need more support, our telephone helplines are still open. You can also email us your paperwork, forms and letters.

If there is no other option than to write or mail something to us, please make sure you send it to this address.

Trafalgar House
PO Box 119
NE24 9EN

Please do not send letters to our London office.

An important message from the Pensions Regulator 

The Pensions Regulator is urging savers worried about their retirement savings to do four things:

  • Visit the Pensions Advisory Service website for guidance on how COVID-19 may have impacted your pensions.
  • If you are aged 55 or over and considering drawing your pension, you can book a Pension Wise guidance session to fully understand your options.
  • Use a financial adviser to help you make the best decision for your own personal circumstances. Make sure the firm you are dealing with is FCA-authorised, and they are permitted to provide pension advice. You can check the firm you are dealing with is authorised by visiting the FCA Register.
  • Learn how to protect yourself from pensions scams by visiting the ScamSmart website.