Standards of service

Shaking hands in agreement

We aim to give a consistent level of service to customers, in an efficient, effective and courteous way, no matter how customers contact us.

Customer service

Our Customer Service Charter outlines the standards of service you can expect from us.

PDF iconAvon Pension Fund - Customer Charter

Customer satisfaction survey

You can fill in our customer satisfaction survey to give us feedback on the service we have provided.

Breaches Procedure

Our Breaches Procedure deals with the process of identifying, recording and determining if breaches of pension regulations should be reported to the Pension’s Regulator.

Complaints and help with pension problems

View our complaints and help with pension problems page for more details about our complaints procedures including the formal Internal Dispute Resolution Procedure (IDRP).

Your data - General Data Protection Regulations (GDPR)

Information about the new GDPR can be found on our Your data - General Data Protection Regulations (GDPR) page

Data protection and Freedom of Information

Information about data protection and Freedom of Information (FoI) can be found at:

The Pensions Regulator

The Pensions Regulator (TPR) is the body which oversees the governance and administration of public service pension schemes, including the LGPS. TPR has powers to protect members of work-based pension schemes and a wide range of powers to help put matters right, where needed. In extreme cases, the regulator is able to fine trustees or employers, and remove trustees from a scheme.


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