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 Pensions Solutions
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.

Pension scams & fraud - Stay Alert!

The Pensions Regulator (TPR) continues to warn people to be on their guard, as it is concerned that savers may be affected by scammers offering help to access their pension savings early, or by fake investments promising high returns that never materialise.

Thousands of people have been the victims of pension scams and have lost money they had saved for later life. Pension scams are evolving alongside the regulatory measures being put in place to help stop them, so it is best to stay alert to the risks. Make sure you aren’t next by knowing what to look out for and how to protect your pension.

You can find tips and resources to help you avoid a scam at http://www.fca.org.uk/scamsmart

More information is also available on TPR's website http://www.thepensionsregulator.gov.uk/pension-scams

Sending personal data and information securely

Data theft and scams are on the rise and the Trustee is aware that people may try to gain access to members' personal data for fraudulent purposes. Email is sometimes a quick and convenient way to communicate about your pension, but it is important to think about cyber security when sending an email.

If you need to communicate via email with the administration team at Capita (or in certain circumstances with the Trustee Secretary or in-house team at LSEG) you may be asked to provide personal details. This personal data is valuable to cyber criminals who may try to use your data for fraudulent purposes. If you decide to email this type of information, please consider the ways in which you can do this securely. For guidance on how best to send your data securely, please contact the recipient who can discuss the options available with you.

We would encourage members to stay vigilant – keep a look out for unexpected calls and emails which may be suspicious. The National Cyber Security Centre website includes some useful guidance on cyber security as well as tips for staying secure online that we would encourage members to refer to www.ncsc. gov.uk/guidance/data-breaches

A copy of the Trustee's Privacy Statement which sets out how we process members' personal data can be found here

Keeping your personal information up-to-date

It is important that you tell Capita of any changes to your personal details, especially your address, to help them to provide your benefits quickly and to ensure the information held by the SPS is accurate. If you are already receiving your pension, you should also inform Capita of your new account details if you change bank as soon as possible to ensure that payments can continue as expected.

You should also ensure that your Expression of Wish details are kept up to date, particularly if your circumstances, or those of your nominated beneficiaries, change. Benefits upon a member’s death are paid according to the detailed provisions of the rules of the SPS, but you can indicate to whom you wish any lump sum benefits and/or pension benefits to be made payable in the event of your death (if applicable). Note that the Trustee will take members’ wishes into account, although they are not legally obliged to follow them. Please be assured that the information you provide on the form will be kept confidential.

You can update your details via your online account at www.hartlinkonline.co.uk/sps or by contacting Capita.

If you have benefits in another pension scheme relating to your employment with Reuters, you will need to inform them separately of any changes

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