Contacting the team during the COVID-19 pandemic

We’ve made some small changes to the way we’d ask you to contact us during this time. This is to make sure we can deal with your queries quickly.

We’re following Government advice to work from home and have changed some of our processes, including how to contact the Pensions team.

More information can be found in our Q&As.

Go online

We’d strongly encourage you to register to receive your pension communications online.

To register, visit My Online Services.

By Email

If you need to contact the team and your enquiry is urgent, or if you need to report the death of a member, please email us.

Please quote your full name and Member Reference Number (found on previous correspondence and benefit statements). If you’re retired from the Scheme or a dependant member, please quote your pensioner payroll number.

By phone

If you don’t use email you can call the team on 0800 279 3407*. Please leave a message and we’ll get back to you as soon as we can. We are checking messages daily, Monday to Friday.

*Calls may be chargeable from some business phones and standard call charges apply if calling from overseas.

Sending in items by post

Please do not send items by post to UK Pensions Operations at Wokingham until further notice. The office is closed and we’re unable to accept post until it reopens.

Trustee Board

To contact the Trustee Board direct, email: uk.pensions@nationalgrid.com or write to Trustee Services, PO Box 3604, Wokingham, RG40 9JA

Until further notice, please do not send items by post to the Trustee Board.

Complaints

Please contact UK Pensions Operations if you have a complaint. The team will always try to resolve complaints outside of the formal dispute procedure in the first instance.

If that’s not possible, you can raise a formal complaint through the Internal Disputes Resolution (IDR) procedure. Download the IDR Procedure PDF.