We welcome
your thoughts and
feedback on this edition of
FYI magazine. If you have any
comments or questions,
please contact Maria Crellin
at
.
2
3
Good spread of topics. Clear information.
Presentational style with commentary and
bulleted information very easy to scan or read in
full as required.
I like the section ‘Adding it all
Up’. It is really hard trying to
find out this information on
the open internet.
I think the design is simple to
navigate plus easy to read and
understand. I really like the fact it
is electronic.
I like the blend of BAT specific
updates and general pension
industry news.
Your feedback-
What you told us about
FYI magazine last time:
CONTENTS
Page
Capita member survey
3
Capita member survey
The latest Capita member survey collected responses from members of the BAT UK Pension Fund over
March and April 2013. We are happy to say that the results were very positive once again and there
has been improvement in several areas since the last survey results. We have included a selection of
your feedback here – along with responses from Capita (in blue).
Benefit statements
Benefit statements are sent to active members and form a very important part of your pension planning so we
pay a great deal of attention to what you have to say about them – even though the vast majority of members
are satisfied or very satisfied with them.
Active members
Very satisfied
Dissatisfied
Very dissatisfied
Satisfied
How satisfied were you with
your last benefit statement?
36%
60%
3% 1%
Top 5 reasons for
contacting Capita...
• To inform them of a change in details
• Changing nominated beneficiaries
• Arranging Transfers
Don’t forget you can do all of the above online
at
• Requesting website login information
• Setting up AVC payments
Percentage of members who were
‘Very Satisfied’ or ‘Satisfied’
with their experience of calling Capita in 2012.
95.45%
95.5%
Deferred and
Pensioner members
Active members
5
TOP
REASONS
Other findings you may find interesting
Your comment:
‘I think the statements could be simplified’
Capita’s response:
We’ve scheduled time into the next benefit
statement project to look at where we can
simplify further.
Your comment:
‘It is very good, but expensive to print and mail, why not email a PDF or link to
the website?’
Capita’s response:
Feedback from members has shown that a majority still prefer to receive a
paper copy of the statement. For members who would rather view a copy
online, a PDF version is available for you to view at (
.
Once you are logged in, select ‘My Mailbox’ from the
links on the left hand side of the page to access the PDF.
Your comment:
‘Please keep the
benefit statements in
the same format – this
one ticks all the boxes!’
Capita’s response:
Thank you! We will continue
to work with BAT to ensure
the clarity of the information.
Welcome toyour2012benefit statement.This statementcontainsanestimateof thepensionyoumight
receivewhen you retire, aswell as details about the valuable death in service benefits provided by the
Fund.This statement contains information important toyouandyourdependant(s).Please share itwith
them sincemanyof thebenefits shownareprovided for their security.
Due to changes to theStatePensionAgewe areunable toprovideyouwithyourStatePension forecast
inyour statement thisyear.
Hopefullyyouwillhavealreadymadeuseofourpensionswebsite.Wehave includeda reminderaboutthe
useful features inside this statement.
StrictlyPersonal–Addresseeonly
Here’syourAnnualBenefit
Statementat30/09/2012
Keepingyou in the loop
Important
The projected benefits shown in this statement are for illustrative purposes only. They areNOT a
promiseorguaranteeof thepension thatwillbepaidwhenyou retireordie in service. Fulldetailsof
thesebenefitsandhow theywillbepaidare included in theFundbooklet.
The Trustee has taken care to ensure the accuracy of the information contained in this statement.
However, theTrustee canonlypaybenefits in accordancewith theRulesof the Fund. In caseof any
discrepancybetween the informationcontained in thisstatementand theRulesof theFund, theRules
of theFundwilldetermineyourbenefitentitlement.
The Trustee recommends that you seek independent financial advicewhen reviewing your pension
arrangementsorotherfinancialcommitments.
The BAT Pensions Administration Team
Capita, Hartshead House, 2 Cutlers Gate, Sheffield, S4 7TL
Telephone: +44 (0) 114 229 7609
Email:
Maria Crellin
Globe House, 4 Temple Place, London, WC2R 2PG
Telephone: +44 (0) 207 845 1019
Email:
OR
Dzung Bale
Telephone: +44 (0) 207 845 1131
Email:
Here’s how to get in touch
with the BAT Pensions
Administration Team if you
have any questions about
the Fund.
Here to help
