Contact us
The M&S Pension Scheme Portal gives you access to your pension account 24/7. You can change your address or bank details (for pensions in payment) and view useful information about your pension. If you haven’t already registered or need further help, go to Manage my pension online
If you want to get in touch by writing to us or calling, you can contact the Pensions Administration Team using the details below. 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. It’s important to keep us up to date if your personal details change.
For general pension queries
mandspensions@capita.com
0333 003 7080
Opening times: Monday - Friday (9am-5pm)
For queries about your pension payments
mandspensionpayroll@capita.com
0333 003 7080
Opening times: Monday – Friday (9am-5pm)
Our postal address
If you would like to write to the Pensions Administration Team, Trustee Board or send important documents or completed paperwork please use the address below:
The M&S Pension Scheme
Hartshead House
2 Cutlers Gate
Sheffield, S4 7TL
United Kingdom
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 Pension 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: