Updated 2 April 2020

Following the Government asking people to work from home where possible in light of the developing COVID-19 situation, the majority of our 650 staff members are now working remotely and striving to maintain service to the customers who rely on us.

Our London (Sales and Marketing) and Milton Keynes (IT) offices remain temporarily closed, but we have a small number of colleagues still in our Salisbury and Bristol administration offices maintaining critical processes.

Changes to our Contact Centre

From Friday 27 March, we need to temporarily suspend our Contact Centre for a short period of time – between one and two weeks – so we can work on redirecting our telephony system to mobile phones.

Other potential impacts to our service

We rely on a number of third parties in order to deliver our service to you, for example banks, fund managers, technology providers and outsourced printers. We are aware some of them are restricting their operations at the current time, and this may have an impact on us and therefore you. As the details become clear, we will provide information on this page of anything that could be detrimental to our service.

This is an unprecedented situation that’s going to significantly test the entire nation. Despite detailed planning and a determination to maintain our service, we respectfully ask that you are patient over the coming days and weeks as our colleagues adjust to a new way of supporting you.

We will continue providing regular updates.

Protecting your pension from scams

With so much uncertainty at this time, it is important to remember that your pension remains a safe, long-term investment for your retirement savings. Any decision you make regarding your pension should be taken with careful consideration and regulated financial advice.

Unfortunately scammers may attempt to use this situation to part people from their savings, so it is important to remain vigilant to protect yourself and your pension.

Our 'Avoiding Pension Scams' page covers common warning signs to look out for, and the Financial Conduct Authority (FCA) and The Pensions Regulator offer additional guidance to keep you alert and confident during this pandemic and beyond.