Contact us
GET IN TOUCH QUICKLY AND SECURELY ONLINE
The M&S Pension Scheme Portal gives you access to your pension account 24/7. You can change your address and view useful information about your pension without needing to speak to a member of the team. If you haven’t already registered or need further help, go to Manage my pension online.
The quickest and most secure way to raise an enquiry with the Pensions Administration Team is by logging in to the portal and using the online Contact Us Form. On the portal homepage, look for General Information and click Contact Us. Once you’ve submitted your enquiry, you’ll receive updates directly to your portal mailbox.
Logging in to your pension account means your enquiry can be dealt with more promptly. If you have an issue with accessing the portal, you can complete a Contact Us Form without logging in. However, we’ll need to verify your identity before we can help you.
It’s important to keep us up to date if your personal details change. You can do this quickly and easily on the portal.
Please be aware that if we lose contact with you whilst you’re receiving your pension we may have to suspend pension payments until we regain contact with you.
LOG IN TO THE PORTAL
TELLING US A MEMBER HAS DIED
If you need to tell us that a member has died, you can either provide the member’s information using our online Bereavement Form or use the contact details below.
ALTERNATIVE WAYS TO GET IN TOUCH
If you do not wish to register for the portal, you can either call the helpline or write to our postal address.
0333 003 7080 - Opening times: Monday - Friday (9am-5pm)
The M&S Pension Scheme
PO Box 555
Darlington
DL1 9YT
United Kingdom
Please ensure you provide your full name, full address, date of birth, national insurance number/pensions reference number, name of the pension scheme and your handwritten signature on the letter. If you do not provide all the information requested, you will fail the identity verification checks which will cause a delay to receiving a response to your query.
Please do not send post to M&S offices at Waterside House or Salford Quays. Any post sent to M&S offices will be redirected to the address above, which may mean items are delayed or do not reach their destination.
WHAT IF I HAVE A COMPLAINT?
The Pensions Administration Team can resolve most issues relating to your membership of the Scheme. However, there is a formal procedure in place, called the Internal Dispute Resolution Procedure (IDRP), if they’re unable to resolve your complaint and you would like to escalate the issue to the Trustee.
To begin the IDRP, you should contact the Pensions Administration Team for a Formal Complaint Form. A summary of the stages involved and how long it might take is provided below.
You can choose to contact the Trustee about your complaint before starting the IDRP, you can do this here.
The IDRP has two stages: