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Home > Help and Information > Response Timeframes for written requests

Once the identity verification process  has been completed and your (or your authorised representative’s)  identity confirmed, we will register your request on our systems for processing. Our standard response time is either 20 working days from registering your query, or in line with target Service levels below which allow Sopra Steria as scheme administrator to request and receive information needed from you or third parties to deal with your request. 
 

Other Enquiries Estimated Response Times
Officer Bereavements/Complaint Acknowledgements 5 working days
Pension and Widow’s Estimates 20 working days
Divorce –CETV quotes or implementations 2 calendar months
Leaving service and refunds 2 calendar months
Transfers out between Police service 3 calendar months
Retirement payments from active service Response in 10 working days from receipt of completed documentation. (Regular pension will usually be paid on 6th of the month following the month of your retirement).

 

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Benefits Queries

  • enquiries_pensions@police.soprasteria.co.uk

    Email:

    enquiries_pensions@police.soprasteria.co.uk

  • UK telephone:

    0300 123 0828

  • Overseas telephone:

    +44207 161 2222

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