Civil Service Pensions Employer Hub

When members approach you with questions that you need support answering: 

1. Check the EPG

First step is to check the Employer Pension Guide (EPG), this contains lots of useful information on what employers need to know about the scheme and your responsibilities to members. 

2. Direct members to the scheme website 

Advise the member to take a look at the scheme website which contains lots of useful content about the scheme which may be able to help them. 

3. Direct members to the contact form

If the member hasn’t been able to get answers from the scheme website, you can direct them to the scheme contact form, which they can use to contact the scheme directly.

4. Call the employer line for assistance 

If you’ve tried all these options and want to contact the scheme on a member's behalf, your first port of call should be to call the employer line on 0300 123 1040. You’ll be able to get help with a range of technical and non-technical queries from our team via this number. 

If you want to: 

• Get a target completion date for a member case/s and/or 
• Get a progress update on a case 

Please contact the employer line on 0300 123 1040. 

You’ll also be able to get help with a range of technical and non-technical queries from our team via this number. 

If your escalation relates to: 

• A case that’s within the target under the contract of administration 
• Or a member complaint 

Please contact the employer line on 0300 123 1040. 

Alternatively, for cases: 

• Outside of the target under the contract of administration 
• Of serious ill health 
• Or if you’ve tried other contact channels and had no response 

Please contact the ERM team. 

If you need help or clarification relating to: 

• An EPN (Employer Pension Notice) 
• The EPG (Employer Pension Guide) 
• A process or scheme rule 

Please contact the employer line on 0300 123 1040. You’ll be able to get help with a range of technical and non-technical queries from our team via this number. 

Or if you’re looking for support with: 

• Codes to access the employer line: contact the ERM team 

If you are looking to set up a new Exit scheme, you should: 

1. Check the scheme website 

Review the dedicated Civil Service Compensation Scheme page on the website, which provides full information on the process employers need to follow to set up a new scheme. 

2. Review the ‘What to Expect Guide’ 

This guide provides an overview of the exit scheme process and timescales 

3. Commissioning an Exit Scheme 

To commission a new scheme please get in touch.

4. Raise a question to our Exit Team 

If the above information does provide an answer to your question, you can contact the team

Interfaces

Your Interface Analyst is on hand to support you on any queries relating to Interfaces. If you don’t have the details of your dedicated analyst please get in touch.

To get a copy of a data request that can’t be located

Please contact the employer line on 0300 123 1040.

New Statement of Work

Please contact the ERM team.