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.

The Pensions Ombudsman’s Early Resolution Service

The Pensions Ombudsman’s Early Resolution Service and helpline is available at any time to assist members and beneficiaries of a pension scheme in connection with any pensions query. Using this service does not affect your right to apply to the Ombudsman for formal adjudication if you later choose to do so.

Address:
10 South Colonnade
Canary Wharf
E14 4PU
Telephone:0800 917 4487 (option 1)
E-mail:helpline@pensions-ombudsman.org.uk
Website:www.pensions-ombudsman.org.uk

The Pensions Ombudsman

In the unlikely event that you have a serious problem that remains unsolved after using the Internal Dispute Resolution Procedure and the Pensions Ombudsman’s Early Resolution Service and helpline, 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:
10 South Colonnade
Canary Wharf
E14 4PU
Telephone:0800 917 4487
Website:www.pensions-ombudsman.org.uk