You are here

Help and complaints

If you are in any doubt about your benefit entitlements or have a concern about your LGPS membership or benefits, contact your local pension fund administrator.  They will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible. If you are still dissatisfied you can start the complaints process.

The complaints process

You have the right to have your complaint reviewed if you are dissatisfied with any decisions made in relation to the Scheme. The review process begins with the Internal Disputes Resolution Procedure and, if no satisfactory answer is found with the help of The Pensions Advisory Service (TPAS) the process continues to the Pensions Ombudsman, whose decision is final and binding (unless the case is taken to the appropriate Court on a point of law).

Internal Disputes Resolution Procedure

To avoid unnecessary effort on your part, please contact your local pension fund administrator to discuss your concerns before making a formal complaint.  

Internal Disputes Resolution Procedure in England and Wales

  • In the first instance you should write to the person nominated by the body who made the decision about which you wish to appeal. You must do this within six months of the date of the notification of the decision or the act or omission about which you are complaining (or such longer period as the nominated person consders reasonable).
  • The nominated person will consider your complaint and notify you of his or her decision. If you are dissatisfied with that decision, you may, within six months of the date of the decision, apply to your local pension fund administrator to have it reconsidered

Internal Disputes Resolution Procedure in Scotland

  • In the first instance you should write to the person nominated by the body who made the decision about which you wish to appeal. You must do this within six months of the date of the notification of the decision or the act or omission about which you are complaining (or such longer period as the nominated person consders reasonable).
  • Following independent review, and if you are still dissatisfied with the decision, you may apply to the Scottish Ministers to have it reconsidered, within six months of the date of the notification of the independent referee’s decision, which will include a contact address

You can request a more detailed leaflet on the Internal Disputes Resolution Procedure and relevant time limits from your local pension fund administrator.

The Pensions Advisory Service (TPAS)

TPAS is available at any time to assist Scheme members and beneficiaries in connection with queries or difficulties they cannot resolve with the scheme administrator. TPAS can be contacted at 11 Belgrave Road, London, SW1V 1RB, tel 0845 601 2923.

Pensions Ombudsman

When a complaint or dispute has not been satisfactorily resolved through the Internal Disputes Resolution Procedure or with the help of TPAS, an application can be made to the Pensions Ombudsman within three years of the event that gave rise to the complaint or dispute.  The Ombudsman can investigate and determine any complaint or dispute involving maladministration or matters of fact or law. 

The Ombudsman’s decision is final and binding (unless the case is taken to the appropriate Court on a point of law). The Ombudsman cannot investigate matters where legal proceedings have already started.

The Pensions Regulator

From April 2005 the new Pensions Regulator replaced the Occupational Pensions Regulatory Authority (OPRA) as the regulator of work-based schemes. The Pensions Regulator has powers to protect members of work-based pension schemes and to help put matters right, where needed. In extreme cases, the regulator is able to fine trustees or employers and remove trustees from a scheme.

Tracing pension rights

The Pension Tracing Service holds details and contact addresses of all pension schemes and provides a tracing service for ex-members of schemes with pension entitlements, and their dependants, who have lost touch with previous employers. They can be contacted at The Pension Tracing Service, The Pension Service, Tyneview Park, Whitley Road, Newcastle Upon Tyne, NE98 1BA, tel 0845 600 2537.

Checking the accuracy of your pension record

To maintain the security of any information about you your local pension fund administrator is registered under the current Data Protection Act. You can ask for a copy of your computerised personal record, although a small fee may be charged.

Other information you are entitled to

You are entitled to obtain a copy of the Local Government Pension Scheme Regulations. They are available from The Stationary Office or can be inspected in the offices of your local pension fund administrator. Alternatively, you can view them online. You are also entitled to view and take copies of the Annual Report and Accounts for your local government pension fund.

Conseq