Right of Appeal
If you are not satisfied with any decision affecting you made in relation to the Local Government Pension Scheme, please contact us firstly, either by phone, letter, or via our ‘contact us’ page, and we will aim to resolve the issue for you informally.
If you have sought further information or clarification from us and are still not satisfied with the decision made / explanation provided, you have the right to ask for that decision to be looked at again under a formal complaint procedure. The complaint procedure’s official name is the “internal dispute resolution procedure”.
The formal complaint procedure has two stages. Many complaints are resolved at the first stage. Any complaint you make should be treated seriously, and considered thoroughly and fairly.
You can ask someone to take your complaint forward on your behalf. This could be, for instance, a trade union official, welfare officer, your husband, wife or partner, or a friend.
No charge is made at any stage for investigating a complaint under the internal dispute resolution procedure. But expenses that you will have to meet are your own (and/or your representative’s) time, stationery and postage.
If you need to make a formal complaint, you should make it:
If your complaint is about a decision made by your employing authority then Peninsula Pensions will forward your application to their appointed nominated person.
Your complaint will be considered carefully by the nominated person who is required to give you a decision in writing.
If the nominated person finds in your favour, the body that made the original decision about which you made the complaint will be required to reconsider their decision.
You can ask the pension scheme administering authority to take a fresh look at your complaint in any of the following circumstances:
This review would be undertaken by a person not involved in the first stage decision.
You will need to send your complaint in writing to the pension scheme administering authority:
The administering authority will consider your complaint and give you their decision in writing.
You can obtain a copy of the Internal Dispute Resolution Procedure pack and forms by contacting us direct.
The Pensions Advisory Service (TPAS)
At any time if you are having difficulties in sorting out your complaint, you may wish to contact TPAS.
TPAS can provide free advice and information to explain your rights and responsibilities. To get information or guidance, you can look at the website on www.pensionsadvisoryservice.org.uk or you can contact TPAS by phone, post, email or fax.
The Pensions Helpline phone number is 0845 6012923 (local call rate) Lines are manned Monday to Friday 9am to 5pm. Outside of these times, you can leave your number and someone will phone back later.
You can write to: TPAS 11 Belgrave Road London SW1V 1RB
Fax: 020 7233 8016
The Pensions Ombudsman
If you are still unhappy following the administering authority’s second stage decision, you can take your case to the Pensions Ombudsman provided you do so within 3 years from the date of the original decision (or lack of a decision) about which you had complained.