Supporting everyone equally

We’re here to offer help, guidance and resources to meet everyone’s needs.

Our commitment to inclusive support

We’re committed to helping you plan for later life by tailoring content, communications, and services to your needs, whatever your circumstance. We keep things clear so you can understand financial products and make confident decisions.

Our Customer Support Working Group ensures all our teams have the tools and training to provide effective support.

Accessible communications

Contact us to request documents in other formats

If you’d prefer your documents in braille, large print or audio, we’re happy to help. Just give us a call on 0333 2301 399 or contact us online to request what you need. At the moment, we can only provide this service for key member information.

Learn about customising our website with Recite Me

You can personalise how you view or listen to our website with the Recite Me accessibility tool. It includes text-to-speech, reading support and colour adjustments to make accessing information easier. Select 'Accessibility' at the top of the screen to get started.

Find out how to use Relay UK to talk to us

If you find it difficult to hear or speak over the phone, you can use BT’s Relay UK – a free app that helps you communicate using text. It works on mobiles and tablets, making phone calls more accessible.

View information in other languages

If English isn’t your first language, we’ve got you covered. Key member information is available in Polish, Spanish and Romanian to help you.

Money worries

We’ve created practical tips to help you keep your pension on track – even when facing financial challenges. You can find helpful tips and resources on our financial wellbeing page, including advice on budgeting, saving, and managing your pension during difficult times. We’ve also teamed up with nudge, a trusted financial education platform – offering practical, inclusive education that’s personalised to you.

Financial wellbeing

Life events

We understand that life can take unexpected turns – whether it’s coping with bereavement, facing a serious or terminal illness, or dealing with job loss. During these times, it’s important to know you’re supported. We’re here to offer guidance, resources and support to help you manage your pension and financial wellbeing through difficult circumstances.

A Power of Attorney is a legal document that lets someone you trust make decisions on your behalf – including choices about your health, care, finances, and property. It can be set up for any length of time and is especially helpful during periods of vulnerability.

It’s a reassuring way to ensure your affairs are looked after by someone who understands your needs. Read more about making a power of attorney and the different types.

If you’re suffering from a long-term health problem or terminal illness, you may be able to access your pension savings before the usual minimum age of 55 (rising to 57 in 2028).

For more information you can read our FAQ What happens to my pension pot if I’m suffering from ill health? Or read more about lump sum allowances.

Health and wellbeing

Your wellbeing matters. Life’s challenges can take many forms – including mental health challenges. If you’re struggling, it’s important to know that help is available. We’ve signposted trusted organisations who offer free, confidential support when you need it most.

Mind
Offers advice and support for anyone experiencing mental health problems, with resources to help you feel more in control.
Rethink Mental Illness
Provides practical help and information for people living with mental health conditions.
Samaritans
Available 24/7 to talk if you’re feeling overwhelmed, distressed, or just need someone to listen.
SANE
Offers emotional support and guidance for people affected by complex or long-term mental health issues.

Digital inclusion with the Good Things Foundation

We’ve partnered with the Good Things Foundation to help more people get online and build digital confidence. Many individuals still lack access to devices, internet, or the skills needed to use online services – and we’re changing that. Through the National Device Bank, we’ve donated over 350 laptops so far, giving unused tech a second life and helping people stay connected in a secure, sustainable way.

Good Things Foundation

Learn My Way

Help a friend get online with the Foundation’s Learn My Way, which provides free, bite-sized courses to build essential digital skills. Perfect for beginners, available both at local UK hubs and online.