The PRG asked the Trustee to explain two recent administrative errors which have impacted different groups of RPF members and caused some concern.
An exercise by the RPF administrator, Isio, to verify the accuracy of data held on ‘non-pensioner members’ — deferred pensioners and other future beneficiaries, such as widows — included an error related to benefits. This prompted the Trustee to publish a detailed explanation and apology, making clear that the error did not affect pension entitlement https://www.reuterspensionfund.co.uk/2025/08/01/data-verification-error/.
Some recipients were confused by the terminology used in the data verification letters and subsequent correction i.e. “Benefits at date of leaving (per annum)” and “VFM underpin”. To clarify, the figures are “at date of leaving” and NOT a members’ retirement quote. PRG has asked the Trustee to ensure that Isio communications to members are clearer in future.
The second error concerned incorrect pension payments to a small number of members who retired during the last 12 months. Our understanding is that all have been contacted by Isio and together with the Trustee are discussing affordable repayment/reimbursement plans, taking into account guidance from the Pensions Ombudsman and The Pension Regulator.
The PRG recognises that the Trustee takes these matters very seriously but considers that further improvements are required to the services provided to RPF members. We are pleased that the Trustee issued an explanatory statement on the verification issue, but disappointed not to see a similar statement on the incorrect payments as we think this would help to underpin member confidence.
The PRG is not in a position to either give legal advice or escalate questions specific to individual members and we encourage those impacted to ensure that Isio is aware of their concerns. Hopefully, affected members and Isio will be able to agree appropriate action but if not the RPF has a well-defined dispute process. The Isio FAQ page https://www.reuterspensionfund.co.uk/faqs/getting-in-touch/ outlines how a complaint can be made and there is a PRG review of the complaint/dispute process here: https://reuterspensioners.org.uk/rpf-dispute-process/.
The PRG hopes these types of errors will not be repeated, but if RPF members receive information that is not understood, or possibly incorrect, we recommend checking the Isio website and/or contacting Isio directly.