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Service Standards


The following are the Royal County of Berkshire Pension Fund's service standards or "promises" of the level of service that current and former Local Government Pension Scheme members have the right to expect:

  • Offer polite and friendly help and guidance;
  • Provide an efficient, effective and courteous administration service;
  • Provide scheme members with an annual benefit statement;
  • Ensure that all new scheme members receive an employee's guide to the scheme and a formal notification of membership;
  • Respond to letters and complaints within 10 working days;
  • Make available confidential interview facilities as required;
  • Inform all scheme members of significant changes to the LGPS regulations;
  • Ensure that all pension payments are made on the correct pay date;
  • Ensure that all lump sum retirement grants are paid within one month of retirement;
  • Notify all retired members of the annual increase to their pension;
  • Apply for all transfers of pension rights within 20 working days of a request for this information;
  • Pay refunds of contributions where requested within 10 working days of receipt of all relevant information from scheme employers;
  • Inform scheme members of their rights to benefits upon leaving the LGPS within 20 working days of receipt of all relevant information from scheme employers;
  • Contact personal representatives of a deceased member within 10 working days of the notification of death;
  • Provide information relating to the payment of additional contributions within 20 working days of a request;
  • Maintain and update a website for current and former members of the scheme.