How to raise a query

Before contacting us

This page explains when you should contact us, what information we'll need, and how to raise a query.

The Member Portal is the quickest and most secure way to contact us about your ABS.

If you cannot access or use the Member Portal, you can use our public Contact us form on this website instead. 

Before raising a query:

  • make sure you are an active member and eligible for an ABS​
  • read About your ABS
  • check the ABS FAQs
  • check the information shown on your statement against your own records where appropriate.

The current release is for eligible active members, subject to applicable exceptions and exclusions.

The date for producing deferred member statements has not been confirmed.

When should I raise an ABS query?

You should raise a query if:

  • the pensionable service you expect to see is missing or appears incorrect
  • your pensionable earnings appear incorrect
  • you've checked the available guidance, and you believe there is a problem with your ABS.

If your personal details are incorrect, contact your employer so they can update your pension record and provide the corrected information to us.

You can update your death benefit nominations through the Member Portal. Alternatively, you can find the Death Benefit Nomination forms on the Member Forms page. There is a different form for returning by post or email. 

How to raise a query / what happens next

The quickest and most secure way to raise a query is through Secure Messaging in the Member Portal.

Select ABS Query and then choose the category that best matches your enquiry.

Where available, the links below should take you directly to the relevant ABS enquiry category. 

Raise an ABS query in the Member Portal

Not logged in? Raise a query via the Contact us form

You'll receive an automatic acknowledgement when we've received your query. Please do not submit the same query through both routes.

Once we've received your query, we'll

  • review the information you've provided
  • investigate your enquiry
  • let you know if the issue can be resolved through self-service
  • contact you if we need further information
  • let you know the outcome once our investigation is complete.

Some enquiries require information from your employer and may take longer to resolve.
After submitting your enquiry, please do not call us for an update or submit the same enquiry again unless we ask you to. Duplicate cases can delay our response. 

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