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 our stage 1 form. |
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 Trustees what’s wrong
If you’re not happy with the decision or response we give you, you can raise it with our Trustees. Set out the details of your complaint and why you’re not happy with our response using our stage 2 form. |
What we’ll do to put it right
Our Trustees 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. |