If you have a problem

Whilst we try to resolve problems as quickly and efficiently as possible, there are occasions when things do not go as planned.

This section will help you understand what to do on such an occasion.

Internal Dispute Resolution Procedure

It is a requirement that trustees of occupational pension plans must have procedures for dealing with disputes with members. The procedure is known as the Internal Dispute Resolution Procedure (IDRP). It is a formal, two stage procedure designed to help you.

A leaflet providing further information is also available.

TPAS & the Pensions Ombudsman

The Pensions Advisory Service (TPAS) is an independent voluntary organisation. It is available at any time to assist members and beneficiaries of a pension scheme in connection with any pensions query. If a query remains unresolved after using the Internal Dispute Resolution Procedure you can raise your case with TPAS. TPAS can be contacted at:

Address:
11 Belgrave Road

London

SW1V 1RB
Telephone:0845 601 2923
E-mail:enquiries@pensionsadvisoryservice.org.uk
Website:www.pensionsadvisoryservice.org.uk

The Pensions Ombudsman


In the unlikely event that you have a serious problem that remains unresolved after using the Internal Dispute Resolution Procedure and TPAS you may contact the Pensions Ombudsman. The Pensions Ombudsman may investigate and determine any complaint or dispute of fact or law. He can be contacted at:

Address:
11 Belgrave Road

London

SW1V 1RB
Telephone:0207 630 2200

E-mail:enquiries@pensions-ombudsman.org.uk