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Section 07
Help & Support
Find out where to go if you need support with your Savings Trust membership.
07
Find out where to go if you need support with your Savings Trust membership.
Contacting our administration team
The Savings Trust is administered for the Trustee Board by Aviva.
Please keep your personal details up to date so we can contact you about your benefits in the Savings Trust. You can do this in MyAviva or by contacting Aviva.
You should speak to the Aviva team if you have a question about anything you see on MyAviva, or to get help with logging in to it. They can also help if you need information about your retirement savings and where they are invested.
Aviva has partnered with interpreting service Convo (formerly SignLive), allowing members to communicate using British Sign Language when calling. Find out more about Convo here (opens in a new tab).
If you need help with accessing digital services, please visit Aviva’s accessibility website (opens in a new tab) to find out about the services on offer.
Rolls-Royce Employee Hub
If you’re currently working for Rolls-Royce, you can get help with all aspects of your scheme membership by visiting Employee Hub. Our support articles cover the majority of questions that we get from members, and you can use Employee Hub to get in touch with us if you can’t find the answer you’re looking for.
Log in to Employee Hub from the toolbox on the Rolls-Royce Engine Room homepage and use the search function to get started.
The Savings Trust’s member website
The Savings Trust’s online home is open to all members and can be found at workplace.aviva.co.uk/rollsroyceretirementsavingstrust/ (opens in a new tab). Savings Trust members who no longer work for Rolls-Royce can contact the Trustee by email at [email protected]
We pride ourselves on delivering a well-run scheme for all members, while recognising that there are times when things don’t go to plan. You always have the right to make a complaint about the service you’ve received and if you need to do so, please follow the process below.
Step one
If you have a complaint about the service you’ve received as a Rolls-Royce Retirement Savings Trust member, you should make a formal complaint to the scheme administrator (Aviva) in the first instance.
Aviva will explain how they handle your formal complaint and provide you with a written response.
You can contact Aviva on 0345 604 0803 or by email at [email protected]
Step two
If you’re not happy with Aviva’s response, you can then escalate your complaint to the Trustee, through its Internal Disputes Resolution policy (IDRP). The Trustee cannot consider your complaint unless you have completed step one.
The Trustee’s IDRP policy (opens in a new tab) explains how we will handle your complaint and the timescales for doing so.
You can contact the Trustee by writing to: Secretary to the Trustee – Rolls-Royce Retirement Savings Trust (A-90), PO Box 31, Derby DE24 8BJ. Please provide full details of your complaint, including any response you’ve received from Aviva.
Step three
If the Trustee is unable to resolve the complaint with you, then you can refer your complaint to The Pensions Ombudsman. You can call them on 0800 917 4487 or email them at [email protected]
The Ombudsman will expect you to have given the administrator (Aviva) and the Trustee the opportunity to resolve your complaint first. Visit www.pensions-ombudsman.org.uk (opens in a new tab) to find out more.
The Savings Trust looks after over £2 billion for our members, and we don’t want members to lose a penny of it to scammers. Retirement savings are a tempting target for criminals, and they’ll never stop trying to take what’s yours.
If you’re transferring your retirement savings, either at retirement or before, make the FCA’s Firm Checker website your first port of call. You can find out if the individual or firm you’re dealing with is regulated by the FCA, because if they aren’t, it could be impossible to recover your money.
Find out more by watching this 30-second advert from the FCA.
Emil the Seal might not be around to intervene the next time a scammer calls, but you wouldn’t want to risk his disappointment, would you? Protect yourself and your retirement savings by reading the ‘Steps to stay scam safe (opens in a new tab)’ leaflet.
If you want to see any of the Trust’s formal documents that are not available through this newsletter, they are available on request.
The Trustee Directors also have an Internal Dispute Resolution Procedure available to Trust members. This procedure is in line with statutory requirements. Please see the ‘Making a complaint’ section above for further details.
