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Redesign of SPPA Website

Monday, 18 June 2018 11:13

The SPPA has commissioned a new Website to be designed and over the last few months has undertaken some customer engagement to obtain views from members and employers as to what the site look and feel should be like.  Thank you to those who took part.

We have now reached a point where we have a very high level framework for the new site and would like customers (members and employers) to test this for us so that we can see what changes, if any, are required for the next version.  This test stage of our prototype site structure has been developed by our supplier partner (The Gate) and is designed to allow them to assess the site' navigation and ease of use – this is a simple high level structure of the new website and does not yet contain any final graphics or documentation.

We appreciate that everyone is busy, however, if you have any time to take part this would be appreciated.  The test will take approx. 15 minutes to complete.

To obtain the most comprehensive results we need to have as many people as possible undertake this testing.  The test will consist of:

• Short profiling survey (no personal information gathered)
• A number of tasks requiring the user to find and identify specific topics in the navigation
• Should take approx. 15 minutes
• Time period for the testing is from Monday 18 June to midnight on Sunday 24 June

The resulting data will inform a report featuring an analysis of the unsuccessful journeys and be used to inform the next iteration of the site.

Please be aware that this test relates directly to the SPPA Website, and not My Pension online services.

If anyone has any queries please feel free to contact us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it



SPPA IT Project

Monday, 14 May 2018 13:01

Following recent press coverage on the SPPA IT project, we would like to reassure our customers that our focus, as it has been throughout this project, is to safeguard services for our customers. This will ensure that pensions continue to be paid on time and that we support scheme members appropriately.

There is no change in the service that SPPA provide and we will continue to put the customers' needs at the heart of our service delivery and work on business solutions to enhance the customer experience.


Internal Dispute Resolution Procedure Changes May 2018

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SPPA are introducing an improved one stage Internal Dispute Resolution Procedure (IDRP) procedure which will take effect from 1 May 2018.

Any IDRP appeals received at SPPA up to 30 April 2018 will be dealt with under the current two stage process. 

Why is SPPA changing from a two stage to a one stage IDRP process, and what will this mean for our customers?

The change is being introduced to improve our customers' experience and their journey through the Internal Dispute Resolution Procedure (IDRP). Section 50 of the 1995 Pensions Act requires occupational pension schemes to provide a disputes procedure which allows someone with an interest in the scheme to ask for a matter in dispute to be resolved. SPPA's IDRP process currently incorporates two stages, but with effect from 1 May 2018 this will move to a one stage process. This includes appeals made on non-medical grounds for all schemes SPPA administer (Scottish NHS, Teachers', Firefighters' and Police), for example where a member disputes the level of their pension, and, ill health retirement for NHS (including Injury Benefits), and Teachers'. Medical appeals arising from both the Scottish Firefighters' and Police pension and compensation schemes will continue to be reviewed by a medical board provided by Health Management Ltd.

Moving to a one stage process will provide our customers with a robust, focussed and more efficient service and will be implemented with the support of stakeholder groups, Scottish Pension and Scheme Advisory Boards, (details of both Board's membership are available on the SPPA website) and The Pension Ombudsman. The Pensions Ombudsman supports a one stage process in providing a more timely process for individuals to achieve an outcome on their dispute.

 It should be noted that this does not affect SPPA's Complaints Handling Procedures which will remain as a two stage process.


NHS and Teachers’ Pension Calculators now available on the SPPA Website

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SPPA has published Pension calculators for use by members of the National Health Service and Teachers' pension schemes in Scotland. The calculators will provide you with an illustration of your Scheme benefits at a future retirement date. It is for illustrative purposes only and is not a guarantee of future benefits. It is not intended to provide you with financial advice. If you require financial advice, you should contact an independent financial adviser.

NHS Pension Calculator

Teachers' Pension Calculator



Pension Ombudsman & TPR

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The role and responsibilities of The Pension Ombusman (TPO) & The Pension Reglator (TPR) have changed.

The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes. 

You have the right to refer your complaint to The Pensions Ombudsman free of charge. 

Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened - or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended. 

The Pensions Ombudsman can be contacted at:

10 South Colonnade, Canary Wharf, E14 4PU.
Telephone: 0800 917 4487.
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

You can also submit a complaint form online:

If you have general requests for information or guidance concerning your pension arrangements contact:

The Pension Advisory Service
11 Belgrave Road, London, SW1V 1RB
Telephone: 0300 123 1047


Website Project - Customer Panel Survey

The SPPA are redesigning our website and we are looking for members to join a Customer Panel which we can consult to design the new website in a customer-centric way.

These consultations will be done remotely (via surveys and telephone interviews) as well as through events in Edinburgh at the office of The Gate, the design agency appointed to build the new website. Events will begin the week commencing 30 April and there will be further opportunities throughout the summer.

If you are interested in joining the Customer Panel, please sign up by completing this short survey by close of play Monday 23 April:

Additionally, if you know of other members who may be interested in joining the Customer Panel, please pass this message onto them.

If you have any questions about the above, please get in touch with Jackey Forbes ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) or Hana Chambers ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) from the Website Project Team.


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