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Complaints/Appeals

complaintsWho can help me if I have a query or complaint?

If you are in any doubt about your LGPS benefit entitlements, or have a problem or question about your LGPS membership or benefits, please contact your Pension Fund administrator.  They will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible.

If your query is about your contribution rate, please contact your employer’s Personnel/HR or Payroll section so they can explain how they have calculated your contribution rate.

If you are still dissatisfied with any decision made in relation to the Scheme you have the right to have your complaint independently reviewed under the Scheme’s Internal Disputes Resolution Procedure. There are also a number of other regulatory bodies that may be able to assist you.

 

Internal Disputes Resolution Procedure

Your Pension Fund administrator or your employer can supply you with a guide on the Internal Disputes Resolution Procedure and relevant time limits together with a form to fill in for Stage 1 appeals.

    • Stage 1: 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 appealing.  This is a formal review of the initial decision or act or omission and is an opportunity for the matter to be reconsidered.  The nominated person will consider your complaint and notify you of his/her decision.
    • Stage 2: If you are dissatisfied with that person’s decision you may apply to the Scottish Ministers for them to consider your complaint.  Under Stage 2 of the Internal Disputes Resolution Procedures, Scottish Ministers are asked to reconsider decisions reached by employers under the Local Government Pension Scheme (Scotland) Regulations.

Medical IDRP2 Application

Non-Medical IDRP2 Application

 

If you are not satisfied with the decision by Scottish Ministers, you have the right to refer your complaint to The Pensions Ombudsman, free of charge. 

The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes. 

Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened - or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended. 

The Pensions Ombudsman can be contacted at:

10 South Colonnade, Canary Wharf, E14 4PU.
Telephone: 0800 917 4487
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: www.pensions-ombudsman.org.uk

You can also submit a complaint form online: www.pensions-ombudsman.org.uk/our-service/make-a-complaint/

If you have general requests for information or guidance concerning your pension arrangements contact:

The Pensions Advisory Service
11 Belgrave Road, London, SW1V 1RB
Telephone: 0300 123 1047
Website: www.pensionsavisoryservice.org.uk

Link to Scottish Government Website