This charter sets out what you should expect from us and also outlines our service commitments to you.
We aim to:
- Be honest, open and accountable for all our actions;
- Consider the views of our customers;
- Be efficient, effective and accessible;
- Learn from best practice and improve continually;
- Provide clear and accurate information.
We Promise to:
- Be prompt, courteous and professional;
- Be accessible and easy to do business with;
- Keep your account(s) confidential, accurate and up-to-date;
- Pay your entitlements on time;
- Help you to plan for a better retirement.
As a client, help us by:
- Following our laid down operating procedures.
| # | DELIVERABLES | TIMELINES | ||
| Standalone | Master-Trust | Personal Pensions | ||
| 1 | Account creation & setups | 3 | 3 | 2 |
| 2 | Crediting of member accounts with contributions | 15 | 15 | 7 |
| 3 | Redemption Processing & payment | 30 | 20 | 15 |
| 4 | Transfers out | 30 | 15 | 7 |
| 5 | Member Statement Emailing | 31 Jan / 31st Jul | 31 Jan / 31st Jul | 31 Jan / 31st Jul |
| 6 | Trustee Reports | 8 Days b4 meeting | 8 Days b4 meeting | 8 Days b4 meeting |
| 7 | BoT Minutes | 2 Days | 2 Days | 2 Days |
| 8 | Draft Scheme Accounts | 31st January | 31st January | 31st January |
| 9 | Audited Scheme Accounts | 15th March | 15th March | 15th March |
| 10 | Scheme Annual Report | 31st March | 31st March | 31st March |
