Our internal dispute resolution process

If you’re not happy with how we’ve handled your complaint, you can make a formal complaint using our internal dispute resolution process.

This is what you can do and the response you can expect.

Stage 1 – tell us what’s wrong

Write to us, setting out the details of your complaint, using the form here.

What we’ll do to put it right

We’ll acknowledge your complaint within five days and we’ll give you a response or a decision within two months. If there’s a delay, we’ll explain why and tell you when you can expect a decision.

Stage 2 – tell our Trustee what’s wrong

If you’re not happy with the decision or response we give you, you can raise it with our Trustee. Set out the details of your complaint and why you’re not happy with our response using the form here.

What we’ll do to put it right

Our Trustee will consult on a response or a decision within two months. If there’s a delay, they’ll explain why and tell you when you can expect a decision.

Stage 3

Contact The Pensions Ombudsman If you’re not happy with the decision or response from the Trustee, you can take your complaint to The Pensions Ombudsman. You can also contact the Ombudsman for help and guidance about making your complaint.

What the Ombudsman will do to put it right

The Ombudsman will investigate your complaint fully and explain their decision to you. Their decision is final.