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(This means you are currently receiving a pension from the Scheme)

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Frequently Asked Questions

I have called the pensions helpline but I can’t get through, how can I speak to someone?

Since the start of the pandemic there has been a significant increase in the volume of work for the Pensions Team. This is largely due to the increase in pensioner deaths and general enquiries where members have become more engaged with their pension and lifestyle choices. This has meant that the Pensions Team may not be able to answer all your calls and we encourage you to email pensions.uk@boc.com. This enables the Pensions Team to ensure enquiries are prioritised appropriately in line with guidance from the Trustees and the Pensions Regulator.

How long will it be before I receive a response to an enquiry I’ve made?

The Pensions Team aims to respond to enquiries in 10 working days. However, responses have been taking longer due to the high volume of enquiries they are receiving.

Work is being prioritised in line with guidance from the Trustees and the Pensions Regulator which means Bereavements, Pensioners and timely Investment of Contributions are taking priority. We ask you to please be patient if your enquiry is not urgent.

Please check the website for the information you’re seeking before contacting the Pensions Team.

How do I report a death?

If a member has recently passed away, there are some steps you’ll have to take. We’ve made the process as easy to follow as possible – please visit our Life events page.

I need some financial advice on my pension – who can provide this?

The Pensions Team is not authorised to provide financial advice, however free and impartial advice is available through the government website MoneyHelper.

I have submitted my retirement form – when will I receive my pension?

You will normally receive your lump sum (if applicable) and initial pension payment approximately six weeks after the retirement date you selected on your benefit decision form.

How do I find out more about my pension payments and increases?

We send you a letter explaining your pension increase in March each year.

Visit the Your pension page for more information about you pension.

I think my tax code is wrong, who do I contact?

You need to contact HM Revenue and Customs (HMRC) if you have any queries about your tax code (the codes let BOC’s payroll provider know how much tax you need to pay on your pension).

HMRC has been using different tax codes since 6 April 2021.

You can find out more about HMRC’s new codes, thresholds and rates for England, Scotland and Wales on its website.

Please don’t contact BOC Pension Services if you have a query with your tax code as the team won’t be able to help you. If you think you have been allocated the wrong code, contact HMRC, with your National Insurance number to hand, on 0300 200 3300, or +44 135 535 9022 if you’re outside of the UK.

HMRC phone lines are open Monday to Friday: 8am to 6pm except for bank holidays.

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