How to give us feedback or make a complaint
What to do if you're not happy with our service and how we will handle your complaint.
You don’t have to make a complaint to be heard. We want to ensure every member gets the support they need. Before making a complaint, you might want to consider contacting us to let us know you didn’t get the support you needed, and we will do our best to put that right.
You can raise your concerns or complaint to us by:
To make sure we can help you as quickly as possible you need to tell us:
We will deal with the concerns you raise carefully and thoughtfully.
We will let you know when we have received your complaint, and passed it on to one of our experts to look into to. We will also tell you who will be dealing with it moving forward.
We then aim to send you a full reply as quickly as we can, but sometimes it may take a little while 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.
Our reply will answer your concerns directly, and tell you what we can do to help you. We will always aim to tell you what caused the problem and the steps we are taking to make sure it doesn't happen again.
We aim to make sure you get the support you need. But 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.