Contact us 

You’ll find a wide range of information about your pension across this website and in your myFund account.  

If you can't find the details you need online, or you need to speak to someone directly, please get in touch with your pensions administrator, Railpen, using the contact information on this page.  

You’ll need to include some security information so we can confirm your identity whenever you get in touch. Details of what to include is listed below.  

Emailing Railpen 

Email: ​csu@railpen.com 

We will reply to you within 10 working days of receiving your email. It may take longer if you don't include the security information requested below. 

 Calling Railpen 

Telephone: 0800 ​012 1117  

International calls: +44 1325 342 800, charged at normal overseas rates. 

The Helpline is open 8am to 5pm, Monday to Friday. It is closed on bank holidays. 

When calling, please quote your Pension Reference Number, and remember to have some additional security information to hand, as detailed below.  

Telephone calls may be recorded.  

Writing to Railpen 

You can write and send correspondence to: 

Customer Services Team 
Railpen 
PO Box 300 
Darlington 
DL3 6YJ 

Please remember to include the security information outlined below.  

Information to include when you email, call or write  

For your security, we need to confirm your identity before we can respond to any queries.  

To help us do this quickly, please include the following in your email or letter, and have these to hand if you call: 

• Pension reference number or National Insurance number 
• Full name
• Full address, including postcode

And at least 1 of the following

• Date of birth
• National Insurance number
• Pension reference number, or National Insurance number if you've already included your Pension Reference Number 
• Email address used to register for your myRPS account 
• Telephone number 

You can find your pension reference number when you log into your myFund account or on any correspondence from Railpen about your Fund pension.

Check the reporting a death page if you need to report the death of an BTPFSF member.  

Our registered office is 100 Liverpool Street, London, EC2M 2AT, and we also have offices in Darlington - where the administration of your pension is carried out - and in Coventry.  

We're unable to offer an in-person service, however if you would like to contact us please use the contact details on this page.