Making a complaint
What to do if you're not happy with our service and how we will handle your complaint.
You can make a complaint by:
It would be helpful if you could include:
Your complaint will be dealt with carefully and thoughtfully.
We will contact you within 2 working days to let you know who have received your complaint and tell you who will be dealing with it moving forward.
We then aim to send you a full reply within 10 working days. It may take a little longer if the issue is complicated and needs a detailed investigation or further information, but we will let you know when you can expect a reply if that is the case.
Our reply will answer your complaint directly. If appropriate it will include details of what caused the problem and the steps we are taking to make sure it doesn't happen again.
If you’re unhappy with our reply, you can ask for your complaint to be considered under the Scheme's Internal Disputes Resolution Procedure (IDRP). This has 2 stages:
If you’ve been through the full Internal Disputes Resolution Procedure (IDRP) and are still not satisfied, then you can ask the Pensions Ombudsman to investigate your complaint.
The Ombudsman is an independent organisation, which has been set up by law to investigate complaints or disputes about pension schemes.
You can register a complaint online at pensions-ombudsman.org.uk/making-complaint
The Pensions Ombudsman also provides an early resolution service if you need help raising your concerns or to discuss a potential complaint. In some cases, this can be before the IDRP has been used.
You can contact the Pension Ombudsman for more information:
If you’re asked for the Scheme registration number, it’s 10203279.