Who is Isio?
Isio is a multi award winning pension administrator. Our focus is happy staff and a high quality member experience. Please do email, write or call us, if you have any question around the administration of your benefits. We are here to help. If you need any advice however, you need to speak to an Independent Financial Adviser. The government has set up a service to offer free, impartial guidance. You can call MoneyHelper on 0800 138 3944. You can also find lots of guidance around your retirement options at https://www.moneyhelper.org.uk/en.
What are Isio's general contact details?
If you have any questions please get in touch using our online tools, telephone or post.
We have a range of dedicate online forms here or you can ask a general question here.
Email: adminhelp@isio.com.
Post: Isio, PO Box 108, Blyth, NE24 9DY
Helpline: 0800 122 5800 (from outside of the UK +44 20 3727 9850)
Opening times: 9:00am to 5:00pm, Monday to Friday
How do I request information
How can I make a complaint?
The Trustee expects members to always receive a high standard of service and please be assured that any expression of dissatisfaction is taken seriously. The Fund runs a multi-tiered complaints system to better support a resolution as quickly as possible. In the first instance, please raise your concerns with our administrator here who will look to resolve the matter with you. Please be aware that all complaints raised to the administrator are brought to the attention of the Trustee.
Should you not be satisfied with the resolution proposed by our administrator, you may wish to raise your complaint through our Internal Dispute Resolution Procedure (IDRP). This is a two-stage process:
Stage 1
The first stage involves a full review of the complaint and relevant events, with a response being considered and provided by our Fund Secretary. Should you remain unsatisfied, you may choose to progress to the second stage of the IDRP.
Stage 2
The second stage refers the matter to the Trustee directly, by way of an appeal against the response received at stage 1. The Trustee will then undertake a complete review of the details of the complaint and provide a response.
Please note that each stage of the IDRP can take time, and we would estimate a timescale of up to three months for a response at either stage. You can request access to the IDRP forms from our administrator or directly from the Fund Secretary – contact details can be found here.
The above process is designed to provide resolution at the earliest opportunity. This does not restrict your statutory rights to refer the matter to the Pension Ombudsman which deals with complaints and disputes that concern the administration and/or management of occupational and personal pension schemes. The Pension Ombudsman’s website provides more details on what they can deal with and how their procedure works.
Who do I contact if I have a problem?
There have been a number of changes relating to pension schemes which are, or have historically been, associated with Reuters, Thomson, Reuters and Refinitiv.
Contact details for the various schemes are:
Reuters Pension Fund (RPF) – administered by Isio. Contact reuters@isio.com. However for most requests you should be able to use the forms on the website here
If you wish to bring something about RPF to the attention of the Trustee, contact RPF.PM@barnett-waddingham.co.uk
Reuters Supplementary Pension Scheme (SPS) – administered by Capita. Contact refinitivpensions@capita.com
Refinitiv Retirement Plan (RRP) – transferred to Legal & General. Contact employerdedicatedteam@landg.com
How can I send personal data and information securely to Isio?
The forms on the website here – will allow you to communicate securely with the Isio team for a variety of different reasons.
In addition, Isio provide a member portal “My Pension tracker” which provides a secure means to submit requests to Isio. We would recommend using this where possible, however it cannot be used to submit forms or ID.
If you decide to directly email this type of information to Isio (or Barnett Waddingham), please consider the ways in which you can do this securely. For example, you may wish to put the personal information into a separate document which you can then password protect and attach to the email. The password could be something that is already known to Isio (or Barnett Waddingham) such as your National Insurance number or date of birth, in which case this can be explained in the email. For example you may wish to say “the password is my National Insurance number all in uppercase” or “the password is my date of birth in the format DD/MM/YY”. If you do choose to use a password, you should never email it to the recipient in a follow-up email because if both emails are intercepted, your personal data can still be accessed.
If you would like some guidance on the best way to send your data securely, please call the recipient (Isio/Barnett Waddingham) who can discuss the options available with you. We would also encourage members to stay vigilant – keep a look out for unexpected calls and emails which may be suspicious. We included some useful information on how to keep your pension savings safe in the last Trustee Update, including a link to the National Cyber Security Centre website which has some useful guidance on cyber security as well as tips for staying secure online that we would encourage members to refer to http://www.ncsc.gov.uk/guidance/data-breaches
