Contact us

If you have a question about your pension or you need to notify a change of status or address, please contact:

Refinitiv Member Services Centre

Capita Employee Benefits
PO Box 555, Stead House
Darlington DL1 9YT
United Kingdom
Phone: 0800 077 8250 (UK callers)
Or +44 (0) 114 273 8397 (overseas callers)

E-mail: refinitivpensions@capita.com

Please ensure that you have your pension reference number or your National Insurance number ready when contacting Capita.

Response times for member requests

The Trustee has agreed Service levels with Capita (SLAs) and review their performance against these SLAs quarterly. In accordance with their SLAs, Capita will aim to provide an initial response to member queries within 5-10 business days. 

However, some queries will take longer to fully resolve (such as a retirement calculation or benefit query), as they will often require input from a third party and this falls outside of the SLAs. These third parties include the Scheme Actuary, insurer, AVC providers, other advisers or the Trustee.

For members approaching retirement, please note that Capita aim to provide you with a retirement pack around 6 months before your Normal Retirement Date (NRD) so that you can start planning your retirement. Requests for retirement quotes at a date other than your NRD will take a number of months to prepare, given the complexity of the Scheme benefits and the current Scheme status (in particular that your benefits are now insured with Legal & General Assurance Society). Capita will, however, aim to resolve them as quickly as possible and will provide regular updates and, where feasible, estimated timescales to fully resolve your query.

We appreciate your patience with any requests made to Capita and if your query is time critical, we recommend you raising it with the administrator as early as possible.

Contacting the Trustee

If you wish to bring something about SPS specifically to the attention of the Trustee, please contact:

Barnett Waddingham LLP
SPS Scheme Secretary
2 London Wall Place
London EC2Y 5AU
E-mail: sps.pm@barnett-waddingham.co.uk