A woman wearing glasses talks on the phone at home. She sits at a table with a selection of potted plants.
A woman wearing glasses talks on the phone at home. She sits at a table with a selection of potted plants.

Help and guidance

Want to get a quote for your Scheme benefits, access your account through our member portal, update your details, or simply get in touch with us? Below, you'll find all the information you need for the most common actions our members take.

Getting a quotation

If you want to find out details about the benefits you’ve built up in our Scheme choose one of the options below.

Get a divorce pack

If you’re getting divorced, or ending a civil partnership, you’ll need to take your pension into account within any financial settlement…

Read more about getting a divorce pack >

Find out what benefits may be paid if you die

Our Scheme may pay valuable benefits to your loved ones if you die. These benefits could take the form of a cash lump sum or a pension, or both…

Read more about getting details of the death benefits payable from our Scheme >

Get a retirement quotation
If you’re considering retiring, you’ll need to request a retirement quotation…

Read more about getting a retirement quotation >

Get a transfer out quotation
If you’re considering transferring your benefits out of our Scheme, you’ll need to request a transfer value quotation…

Read more about getting a transfer out quotation >

Accessing your account online

The member portal lets you view your Scheme benefits and update some of your information instantly. To access the portal, select one of the options below.

Register for the member portal for the first time
You'll need to register on the member portal to access your account online.

Read more about how to register for the first time on the member portal >

Log into your account on the member portal

To log into the member portal simply click the Login button at the top of this page and then follow the onscreen instructions.

You'll be asked to enter the Username and Password you created when you initially activated your account. If you've forgotten either of these please refer to the entries below.

Reset your member portal password

If you’ve forgotten your password you’ll want to create a new one.

You'll need your username to recover or reset your password. If you don't have your username, you'll need to follow the steps in the 'Remind me what my username is' entry below.

Next, click the login button at the top of this page. Then click on the 'Forgotten Password' link and follow the instructions.

Please note, you'll need to have completed the account activation process for this process to work. You can see more details about how to activate your account in the 'Register for the member portal for the first time' entry above.

Remind me what my username is

If you’ve forgotten your password you’ll want to create a new one.

You'll need your username to recover or reset your password. If you don't have your username, you'll need to follow the steps in the 'Remind me what my username is' entry below.

Next, click the login button at the top of this page. Then click on the 'Forgotten Password' link and follow the instructions.

Please note, you'll need to have completed the account activation process for this process to work. You can see more details about how to activate your account in the 'Register for the member portal for the first time' entry above.

Make a Change

You can update the information we hold about you quickly and easily using the methods explained below.

Tell us you've moved house

If you've moved house you'll want to let us know, that way we can make sure we keep you up to date with any important news about our Scheme.

Read more about updating your account with your new address >

Tell us you have a new mobile telephone number

If we have you mobile telephone number we can contact you more easily if we need to.

Read more about adding (or updating) your mobile telephone number to your account >

Tell us your new bank account details

If you're already receiving your pension but want it paid to a different account you'll need to let us know.

Read more about changing the account your pension is paid into >

Tell us who you want to benefit from our Scheme if you die

Our Scheme may pay valuable benefits if you die, and we want to make sure that where our Trustee has discretion over who can receive these benefits, your wishes are taken into consideration. The best way you can ensure our Trustee knows your current wishes is to regularly update your ‘Expression of Wish’ Form.

Read more about completing an 'Expression of Wish' Form >

Contacting us

If you need to speak with us choose one of the options below.

Contact the Scheme Administrator

The easiest way to contact the Scheme Administrator is to email acmescheme@equiniti.com...

Read more about contacting the Scheme Administrator >

Contact our Trustee

If you need to get in touch with our Trustee, start by contacting the Scheme Administrator. Its likely they'll be able to handle your query, but if not, they’ll forward it to our Trustee for further assistance...

Read more about contacting our Trustee >

Make a complaint

Most issues can be simply resolved and you should initially contact the Scheme Administrator with your complaint...

Read more about making a complaint >

Other sources of help, advice or guidance

If you’re in need of advice unfortunately we not allowed to provide this - its not that we don't want to, its simply the law.

That said, we’ve got a few alternative sources of help and advice that we’d like to suggest.

Independent Financial Advisers (IFAs)

IFAs are professionals who are specially trained and authorised by the Financial Conduct Authority (FCA) to provide financial advice.

If you haven't used an IFA before and need to find one nearby, the easiest way is to search 'Independent Financial Advisers near me' in your preferred internet browser. There are many websites available to help you find an IFA, but keep in mind that some charge IFAs to be listed, so their recommendations may not be comprehensive.

After choosing an IFA, make sure they are specifically authorised to provide pension advice, as not all IFAs have this authorisation. 

You can confirm an IFA's status by checking their entry on the FCA register at: https://register.fca.org.uk/s/

PensionWise & MoneyHelper

PensionWise is a free, impartial service from MoneyHelper, backed by the UK government's Money & Pensions Service. It’s available to those aged 50 and above to provide guidance on pensions. 

For more details or to book an appointment, visit: www.moneyhelper.org.uk/en/pensions-and-retirement/pension-wise

It’s not just about pensions! MoneyHelper also offers support across a wide range of financial topics, including:

  • Benefits
  • Banking, loans, and finance
  • Family matters
  • Buying or renting a home
  • Money problems, debt, and scams
  • Savings and investments
  • Employment, job loss, or self-employment

It’s a pretty comprehensive list! You can explore more at: www.moneyhelper.org.uk/en

GOV.UK

When it comes to online information and guidance provided by the government, don’t overlook its own website – www.gov.uk. It’s packed with useful information on everything from benefits to taxes and beyond. 

ActionFraud

Unfortunately, financial scams have become all too common — currently the most frequent crime in the UK. 

It’s reported that 73% of UK adults have been targeted by scammers at least once.

If you think you’ve been targeted, or worse, fallen victim to a scam, get in touch with ActionFraud straight away. You can call them at 0300 123 2040 or fill out their online form at: www.actionfraud.police.uk.