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Complaints
If you have a complaint, please tell us:
If we have made a mistake, we will apologise and put things right as quickly as possible.
If you are not satisfied, we have a disputes procedure which complies with pension legislation and Citizen’s Charter guidelines. This is a threestage process, the first of which asks you to write to the Scheme Manager who will try to resolve your complaint and let you have a response within 3 weeks.
If you are still not satisfied, you can get advice from the Pension Advisory Service (TPAS).
Finally you may take your case to the Pensions Ombudsman (PO) or The Scottish Public Services Ombudsman (SPSO). The Ombudsman expects individuals complaining to him to have consulted TPAS first. They give free help and advice to people who have problems with occupational or personal pensions.
The address for both PO and TPAS is:
11 Belgrave Road, London SW1V 1RB
The telephone number of TPAS is 0845 601 2923 and the PO is 020 7834 9144.
The address for SPSO is:
4 Melville Street, Edinburgh EH3 7NS
The telephone number is: 0800 377 7330