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Our dedicated Customer Relations Team (CRT) is here to help you work through any problem you have with our services.

Our team will:

  • Help you to make a complaint
  • Treat you fairly
  • Try to put things right as quickly as possible
  • Do what we promise
  • Use plain English in all our documents and
  • Use your feedback to improve our services

If you have any worries you can let us know by:

  • Phone
  • Email or
  • Letter

You'll need to tell us:

  • Your full name
  • Your address
  • Your date of birth and
  • Any reference number that we've given you if you've contacted us before.
Our contact details
0114 273 7331

When you phone you'll be put through to our switchboard.  You should ask to speak to a member of the CRT team.

The phone lines are open from 9am to 5pm Monday to Friday.

customer.relations.pensions@capita.co.uk
Customer Relations team
Capita
Hartshead House
2 Cutlers Gate
Sheffield
S4 7TL
How we will handle your complaint

When we receive your complaint we may contact you for more information to help us fully understand your problem. If it's convenient for you, we'd phone you.

Our Customer Relations Team (CRT) is separate from our operations team who deal with your day-to-day questions. If you have a complaint, it's very rare that a member of staff from our CRT will have been involved in it. This means that they can work with our operational teams to look at your complaint and sort it out fairly.

When we contact you we'll give you a direct phone number for a member of our CRT. This will be the same person who helped you when you first contacted the CRT to complain. They'll continue to help you with your problem until we solve it.

Keeping you informed

We'll deal with your complaint as quickly as possible. If we cannot give our full response straight away, we'll write to you within 5 working days to tell you why and what we've done so far. We endeavour to investigate and respond to complaints as quickly as possible; however we may take up to 20 working days before we're able to provide the outcome of our investigation.

Internal Dispute
Resolution Procedure

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We want to provide an answer to your complaint that you are happy with. If you still think there is a problem after we have finished our investigation, there are other options available to you.
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