We are here to answer your queries. Simply contact our team using the details below.
For benefit information for active members
If you are an active member, you should contact the Pensions Advisory Unit if you have any queries about your pension or Additional Voluntary Contributions.
Write to : Pension Advisory Unit (PAU), Trustee Services Unit (TSU), Pensions Trust Limited, Shell Centre, London, SE1 7NA
Alternatively, as an active member, you can route your questions through the HR Service Desk (email: HR Service Desk Europe-AF-LA-RU, SSSC-HRVO/E-T1).
For benefit information for deferred members and pensioners, and for all other enquiries
If you are a pensioner or deferred member, you should contact the Pensions Administration Team if you have any queries about your pension.
Please keep us updated and remember to let us know if your personal details change (for example, if you move house or your bank account changes). You can download a Change of Personal Details Form or request one from the Pensions Administration Team.
Write to : Pensions Administration Team, Trustee Services Unit (TSU), Shell Pensions Trust Limited, Shell Centre, London SE1 7NA
Telephone: +44 (0)20 7934 1190
SCPF Scheme Secretary/Trustee
If you have a query you would like to raise with the Trustee that is not covered by the Pensions Administration Team or Pensions Advisory Unit, please contact Amanda Burston, the Scheme Secretary, as follows:
Write to : Amanda Burston, Scheme Secretary, Shell Pensions Trust Ltd, Shell Centre, York Road, London SE1 7NA
SOCPF Scheme Secretary/Trustee
If you have a query you would like to raise with the Trustee that is not covered by the Pensions Administration Team or Pensions Advisory Unit, please the Scheme Secretary, as follows:
Write to: Peter Borland, Secretary to the Trustee Board, Shell Trust (Bermuda) Limited, 3rd Floor, Continental Building, 25 Church Street, Hamilton HM 12, Bermuda.
What if I have a complaint?
Most problems are straightforward and can easily be sorted out. If you have a complaint, you should in the first instance contact the Pensions Advisory Unit (if you are an employee), or the Pensions Administration Team (if you have left Shell with deferred benefits or are in receipt of your pension). They will try to resolve your problem in a timely manner.
If the problem is not resolved to your satisfaction, you may make a formal complaint to the Trustee under the Trustee’s Internal Dispute Resolution Procedure (IDRP).
This procedure explains how to make a formal complaint and the next steps to take if dissatisfied with the outcome of the IDRP.