Your feedback is appreciated

If you’ve received excellent service from the Scheme/Plan we’d love to hear from you. 

Any compliments and general comments are appreciated, so don't hesitate to email us. Our contact details are available in the Contact us section at the bottom of this page. 

What to do if things go wrong?

We make every effort to get things right, so you do not have any complaints. If you do have a complaint, please contact us directly so we can put things right as quickly as possible.

If you are still dissatisfied once you have received our final response, the Scheme have a formal dispute resolution process, often referred to as an Internal Dispute Resolution Procedure (IDRP), you can follow.  Details of the dispute resolution process can be found in the resources page of this site. 

Resources 

Prior to 2018, if you were having difficulties in sorting out your complaint, you could contact the Pensions Advisory Service (TPAS). TPAS no longer exists as a separate organisation. The Resolution Service (informal dispute resolution) moved to be part of The Pensions Ombudsman office in 2018, whilst the pensions advice section was absorbed by what is now called MoneyHelper. 

Pensions Ombudsman

If you are not happy with the response to the Internal Dispute Resolution Procedure (IDRP) you can get in touch with The Pensions Ombudsman who can investigate your case.  More information about the type of complaints The Pensions Ombudsman can assist with, along with timescales and their process can be found here https://www.pensions-ombudsman.org.uk/making-complaint .

MoneyHelper

If you need to make a pensions related complaint MoneyHelper can provide free and impartial advice online or over the phone.