Are there any rights with regard to being provided a retirement Options Statement?

M_j_t

In March 2022 I turn 65 when two Defined Benefits pensions I have in the UK mature (if that's the correct term).

My understanding is that at 6 months prior a Retirement Options Statement should be issued. One with AON promptly (actually on the 14th Sept 2021 i.e. exactly 6 months prior, pretty damn good considering that I'm in the land of the Vegemite Sandwich) provided the Retirement Options Statement and retirement Form.

The other is with Mercer (Safeway Pension Scheme) and like for the AON on 10th September I sent an email prompting for the information and forms. On 24th Sept I received a letter, not the Retirement Option Statement,  but the retirement guide saying that around 6 months before retirement date I would get a letter enclosing the Retire Option Statement, the letter dated 4th September.

On 16th Sept a response to the email, "I confirm, your request has been referred to the Administration Team. Please allow 10-15 working days to receive the requested information." 

Nothing so on 31st October another email sent. Just the automated response saying it's been referred to the admin team.
Nothing so on 9th November I email complaints.
10th November they respond "I have contacted the Team Manager for Safeway and asked them to respond to you as a priority."
Nothing else so on 24th November another email to complaints cc'd the admin team.
24th November response  from admin team "The issues you have raised will be investigated and we will endeavour to respond to you within the course of the next five days. "
25th November response from complaints "I have again contacted the Team Manager for Safeway and asked them to provide you with an urgent response."

I have delayed submitting the AON because of the LTA, can I submit this without the LTA from the Mercer?  My Benpal dashboard shows me what I expect to receive annually, can I use this to guess/calculate the LTA and provide that. I'm pretty sure that I won't take a lump sum.

With regard to the original question, can they just keep on delaying matters? What can I do?

ian16527

"The other is with Mercer"
Not know for their efficiency or speed of response I am afraid.

xylophone

I'm in the land of the Vegemite Sandwich)

Awkward because of time zone but have you tried a telephone call?

https://www.mercer.com/benefits-assistance.html

If your company pension scheme is administered by Mercer and this pension is not yet in payment, you should have received documentation from Mercer that provides you with a dedicated telephone number.  

Albermarle

ian16527 said:

"The other is with Mercer"
Not know for their efficiency or speed of response I am afraid.

I can fully agree from my experience !

xylophone

"The other is with Mercer"
Not know for their efficiency or speed of response I am afraid.

I can fully agree from my experience !

https://www.glassdoor.co.uk/Reviews/Mercer-Pensions-Administrator-Reviews-EI_IE35818.0,6_KO7,29.htm

The reason why?

Cressida100

I have a pension (in payment) from Mercer. In my experience they are pretty helpful over the phone, not so much on email. So give them a call. 

M_j_t

Well mid-December I finally got the options statement, after about the third complaint. At this point in time I have just received my first payments. Mercer yet again scored on the not so good index. Apologising for sending the wrong retirement form and then asking for an IBAN (aka not reading the attached specific instructions from my bank) when here in the land of the vegemite sandwich we don't have IBANs. Saying that they won, by a day, on speed of payment.