The City and County of Swansea Pension Fund administers the Local Government Pension Scheme (LGPS) on behalf of more than 20 employers eligible to participate in the Scheme.
The aims of the Pension Fund are to:
- Provide a high-quality cost-effective service to all members and fund employers in a prompt manner.
- Be accessible, fair and helpful and treat everyone equally and courteously.
- Listen to comments and communicate effectively using easy to understand language.
- Staff fully comply with General Data Protection Regulation (GDPR) and the UK Data Protection Act 2018, in regard to member confidentiality. All staff are required to complete mandatory GDPR/Data Protection training on a two-yearly cycle in line with Swansea Council guidance
- Be accountable by monitoring the quality of service and reporting on whether the standards have been achieved and regularly review the target times in-line with legislation.
- Consult members and fund employers wherever possible taking into account their views before making any changes.
This charter gives information about the level of service the Pension Fund aims to provide, for key areas of service, under normal circumstances and takes recognisance of the Swansea Council Corporate Customer Charter.
The targets specify the maximum periods to carry out the action indicated and are stated in working days.
The aim is to achieve these targets in at least 90% of cases. In all cases, where a payment is due, please allow additional time for the BACS transaction to be credited.
In return we ask that you will:
- Be considerate and polite to our staff members at all times.
- To allow for prompt service delivery have your National Insurance number or payroll/pensioner number to hand.
- To notify the Pension Section in writing of any changes in your personal circumstance for example change of address or death grant nomination; alternatively update your member record through the My Pension Online self-service facility and we will provide written confirmation of the action.
Our Commitment to New Members & Transfers In
- We will provide details of the Scheme within 2-months of becoming an active member of the LGPS.
- Where applicable new members are required to formally request a cash equivalent transfer value (CETV) quotation from any previous pension provider/arrangement and forward the CETV quotation on to us.
- Upon receipt of the CETV we will issue the member with a quotation of what the CETV will buy in terms of additional earned pension in the Career Average Revaluation Earning (CARE) scheme. A quotation of what the CETV will buy in terms of additional earned pension within the LGPS will be issued to the member within 10-working days of receiving all of the necessary information to allow for the accurate calculation of a quotation from the member and/or any additional information supplied by Her Majesty’s Revenue and Customs (HMRC). (Please note that any quotation presented is not binding however a positive election to transfer a previous pension benefit into the City & County of Swansea Pension Fund must take place within the initial 12-months of joining the Scheme)
- Upon receipt of a positive election from the member to transfer in previous pension rights we will request payment of the transfer value from the previous pension provider/arrangement within 10-working days. We will confirm in writing the actual amount of additional earned pension bought within the LGPS within 10-working days of receiving the payment from the previous scheme/arrangement.
- If a member has a deferred benefit with the City and County of Swansea Pension Fund and the membership is CARE membership ONLY i.e. post 31/03/2014 we will automatically aggregate/combine the deferred member record with any active membership/re-entry into the LGPS and write to the member informing them of the undertaking. The member will have the first 12 months of membership to elect to keep the benefits separate.
- If a member has final salary membership only i.e., pre 01/04/2014 membership a transfer in quotation will be presented to the member based on a transfer value of what the final salary benefits built up within the Scheme will buy in terms of additional earned CARE pension. The aggregation of the benefits is not automatic, and a member must make a positive election to combine the two separate periods of membership within the initial 12-months of re-joining the Scheme.
- If a member has final salary and CARE membership, we will automatically combine memberships unless the member opts to keep the benefits separate within the initial 12-months of re-joining the Scheme. If a member has a disqualifying break in membership that is 5-years or more this will be treated as a transfer in, and the cash equivalent transfer value of the deferred benefit will purchase an amount of earned additional pension within CARE.
- Where automatic aggregation applies; aggregation cases will be processed on the day following the date of the 12-month anniversary of the members date of entry into the LGPS unless an election form is received prior to this date, or the member opts not to aggregate/combine both periods of membership.
Our Commitment to Existing Members
Annual Benefit Statements
In accordance with current Scheme Regulations and partnership on an All-Wales Pension Fund basis an Annual Benefit Statement will be provided to members. We will also provide supplementary notes of guidance to help understand the benefit statement. The statement will show at least the estimated current value of accrued benefits, the value of prospective benefits at normal retirement age which is linked to the members State Pension Age; minimum age 65 and the estimated value of death benefits as of 31 March along with your nominated person(s). Annual Benefit Statements will be available to view online for active members by 31 August. Members who have ‘opted out’ of e-coms will receive a hardcopy of the Annual Benefit Statement by post to the last known home address providing accurate information is received from the Fund Employer by each 31 May.
Changes to details
We will update any changes in personal and/or membership details within 10-working days of receipt of the notification and written confirmation of such a change will be provided to the member.
Additional Contribution Contracts
We will provide the member with information relating to additional contribution contracts (Additional Pension Contribution contracts / Additional Voluntary Contracts) within 10- working days of request.
Any new contracts entered into, or adjustments made to an existing additional contribution payment will be actioned by your employer’s payroll department on the next payroll period after their election is received (note: any amendments to Additional Voluntary Contribution (AVC) payments to Prudential are dealt with by Prudential).
We will inform the AVC provider of leaving details within 5 working days of date of termination, subject to receipt of information from the member’s payroll department and settle payment of the AVC fund within 10 working days of receipt of payment or by next payroll period if taken as an additional annuity.
Estimate of Benefits/provision of a Cash Equivalent Transfer Value quotation for Divorce purposes
We will issue a retirement benefit quotation within 7-working days or provide a Cash Equivalent Transfer Value quotation for divorce purposes within 10-days of receipt of all the information from the member’s employer’s payroll department to enable us to respond to the member request.
Payment of Retirement Benefits
Details of the retirement benefits payable and the options available will be issued to the member within 5-working days of receiving all the relevant details from the member’s employer payroll department to allow for this.
Any lump sum payment will be paid within 10-15 working days of receipt of all completed pension option forms and supporting documents into the bank account nominated by the member.
The pension will come into payment from the next available payroll period following the retirement date provided all the necessary paperwork has been received and will include any arrears due. We will send written confirmation to the Pension Payroll Department confirming annual and monthly pension amounts and any arrears outstanding due to late payment.
We will acknowledge the completion of the retirement process within 1-month following the date of retirement and within 5-working days of receiving and processing the members completed retirement pension options.
The pensioner member is obliged to notify us if they take up further employment with any other local authority or any employer who participates within the LGPS during retirement.
Early Leavers
If you are not eligible to receive your pension benefits when you leave LGPS employment, an option form will be issued within 10-working days of receipt of notification of leaving date from the member’s employer payroll department.
- Deferred Benefits
We will issue confirmation of the deferred benefits within 2-months of date of termination. If the members deferred benefit was as a result of a member ‘opting out’ of the scheme on or after 11/04/2015; the member cannot combine future active membership within the LGPS.
- Transfers Out
The Fund will issue a Cash Equivalent Transfer Value (CETV) quotation, guaranteed for 3-months, within 20-working days following receipt of a request from the member/member’s new pension provider or Independent Financial Advisor and/or the receipt of any additional information supplied by HMRC.
A transfer value payment will be made within 10-working days of receiving a positive election to proceed with the transfer. Where appropriate confirmation must be provided by the member that financial advice has been sought from a registered financial advisor and the necessary discharge forms have been completed. (Further information is available from our website www.swanseapensionfund.org.uk)
It is the fund’s responsibility to determine whether the receiving scheme is one to which we are lawfully able to transfer benefits. We have a duty to act in the interests of all scheme members, including the ones requesting a transfer to another arrangement. We will take all reasonable steps to ensure that the occupational pension scheme or the personal pension scheme to which the CETV is to be paid, is a scheme whose trustees or managers are acting in good faith in relation to the scheme. These due diligence checks may lengthen the amount of time it takes for a CETV to be paid.
Please note that the targets do not apply to transfers to overseas arrangements or cases involving a Court Sharing Order following a divorce settlement.
- Refund of Contributions
If you resign or ‘opt out’ of the scheme within 2-years of becoming a scheme member, a refund of contributions will be paid within 10-working days of receipt of a member’s request for payment. You will not qualify for a refund of contributions if you have been in the scheme for less than 2-years and have:
- a) Re-joined the LGPS within 1 month and a day or have a separate current active post
- b) Have a previous deferred benefit
- c) Have transferred previous pension rights into the LGPS whereby the total membership exceeds 2-years
If you are undecided about accepting the refund of contributions, you can opt for a deferred refund which will be held in the LGPS for a maximum of 5-years when the refund will automatically become payable.
Please note that should you re-join the LGPS any deferred refund/benefits held will become automatically aggregated with your active membership.
- Payment of Death Benefits (Death in Service)
The Fund will forward relevant claim forms to the next of kin or legal representative(s) within 5-working days of notification of the member’s death.
We will supply details of the benefits payable within 7-10 working days of receipt of the completed survivor benefit claim forms and the supporting evidence as requested. A survivor’s pension will be put into payment from the next available payroll period providing all the eligibility conditions have been met.
The lump sum death grant payment will subsequently be paid within 10-working days of receipt of the completed death grant claim form and/or decision taken by the Pension Panel in accordance with the discretionary powers designated to them in the LGPS Regulations which allows for such an award of payment as deemed appropriate. Please note the lump sum death grant payment is tax free and does not form part of the deceased member’s estate.
- Pension Fund Annual Report
We will make available the Pension Fund Annual Report on our website www.swanseapensionfund.org.uk .
- Newsletters
We will update the “News” section of our website and issue newsletters to members on a periodic basis to convey any changes to the regulations or to provide updates concerning any matters which are considered relevant.
Our Commitment to Pensioner Members
- Payment
We will put the pension into payment from the first payroll period following the member’s retirement date, provided all the necessary paperwork has been received. Payment will be made monthly on the last banking day of each calendar month. The first pension payment will include any arrears due to late payment.
- P60s
A P60 will be issued from our Pension Payroll Department on an annual basis to any pensioner member who has paid income tax.
- Payslips
No payslips will be issued to pensioner members unless there is a change of +/- £10 to the pension in payment.
- Changes to information held/amount of pension.
Any changes to personal details and/or tax code will be updated by the City and County of Swansea’s Employee Services Department within 5-working days of receiving the written notification and will be effective from the next payroll period.
Any changes to the amount of pension in payment (except for pensions increase) will be implemented from the next payroll period after the date of change and the pension member will be informed before that payment is made.
- Newsletter
A newsletter will be issued annually, by 30 April, to provide confirmation of the amount of increases (if any) applied to pensions for that year; confirm the payment dates for the forthcoming year and supply any additional relevant information.
- Pensions and Divorce
Fees are payable by pensioner members when a request is received for evidence of pension benefits in payment, in conjunction with matrimonial matters.
- Death of a Pensioner
The Fund will acknowledge any notification received in respect of a death of a pensioner member and forward relevant forms to the next of kin or legal representative(s) within 5 working days of notification of death.
We will supply details of the benefits payable within 7-10 working days of receipt of the completed survivor benefit claim forms and the supporting evidence as requested. A survivor’s pension will be put into payment from the next available payroll period providing all the eligibility conditions have been met.
The lump sum death grant payment will subsequently be paid within 10 – 15 working days of receipt of the completed death grant claim form and/or decision taken by the Pension Panel in accordance with the discretionary powers designated to them in the LGPS Regulations which allows for such an award of payment as deemed appropriate. Please note the lump sum death grant payment is tax free and does not form part of the deceased member’s estate.
In cases of overpayment of pension to the deceased member; this will be reclaimed either by offsetting the payment against any spouse pension or we will write out to the deceased members next of kin/Executors of the Estate.
Our Commitment to Deferred Members
- Annual Benefit Statements
An Annual Benefit Statement showing the current value of the deferred benefit(s), including any inflation proofing applied, will be available online for deferred members by 31 May. Members who have ‘opted out’ of e-coms will receive a hardcopy of the Annual Benefit Statement providing an up-to-date address is held.
- Payment of Deferred Benefits
Providing we hold an up-to-date address, the Fund will notify the deferred member that benefits are payable or provide details concerning the option to elect for early payment; date effective dependent on date benefits became deferred – minimum age 55, together with the relevant forms required, 3 months before the due date.
The pension will come into payment from the next available payroll period following the retirement date provided all the necessary paperwork has been received and will include any arrears due. We will send written confirmation to the Pension Payroll Department confirming annual/monthly pension amounts and any arrears outstanding due to late payment.
Any lump sum payment will be paid within 10-15 working days of receipt of all completed pension option forms and supporting documents into the bank account nominated by the member.
We will acknowledge the completion of the retirement process within 1-month following the date of retirement and within 5-working days of receiving and processing the members completed retirement pension options.
Pensioner members are obliged to notify us if they take up further employment with any other local authority or any employer who participates within the LGPS during retirement.
- Death of a deferred member
The Fund will acknowledge any notification received in respect of a death of a deferred member and forward relevant forms to the next of kin or legal representative(s) within 5 working days of notification of death.
We will supply details of the benefits payable within 7-10 working days of receipt of the completed survivor benefit claim forms and the supporting evidence as requested. A survivor’s pension will be put into payment from the next available payroll period providing all the eligibility conditions have been met. The lump sum death grant payment will subsequently be paid within 10 – 15 working days of receipt of the completed death grant claim form and/or decision taken by the Pension Panel in accordance with the discretionary powers designated to them in the LGPS Regulations which allows for such an award of payment as deemed appropriate. Please note the lump sum death grant payment is tax free and does not form part of the deceased member’s estate.
Complements and Complaints
We welcome and value comments on the standard of service we provide. Any comments should be forwarded to us at the address shown below, or alternatively telephone our dedicated Communications Officer on 01792 636655.
Whilst we always try to do things accurately, we recognise that occasionally things can go wrong. If you are dissatisfied in the way you have been treated, please contact the Pensions Manager on 01792 636655 where every effort will be made to clarify or put right any misunderstanding.
Failing that, if you are still dissatisfied, you may make a formal complaint to the:
City and County of Swansea Pension Fund, Civic Centre, Oystermouth Road, Swansea SA1 3SN
Email : Pensions@swansea.gov.uk
Definition of a complaint
A complaint is ….‘An expression of dissatisfaction about the action or lack of action or about the standard of a service, whether the action taken or the service was provided by the Section or a third party. A complaint is not an initial request for a service.’
Where a formal complaint is made, we will acknowledge its receipt, or reply within 5 working days. We will endeavour to provide a full explanation of our findings and if necessary what action we propose to take to resolve any outstanding issues within a further 10 working days.
If, however, you are not totally satisfied with the answers to your pension queries or have a problem that the Pension Section cannot resolve you can appeal under the Internal Dispute Resolution Procedure (IDRP); information is available on our website www.swanseapensionfund.org.uk Any appeal must be made within six months of the notification of the original decision and we will provide the appropriate form upon request.
The Customer Charter commitments do not affect your statutory rights.