How to complain

If you are at all unhappy, first of all talk the problem through with us or your employer - whoever you think is at fault. Many problems are caused by simple misunderstandings, and can be put right quickly and easily this way. But if you feel that you want to take matters further, we have an official complaints procedure outlined here...

Stage 1 - formal complaint
Your first step is to put your complaint in writing to whoever you think is at fault - either your employer or this Fund. Please make sure you do this within six months of the problem taking place, as your complaint can only be looked at later than this in special cases.

How to Complain Booklet (237 KB). This gives further details of the dispute system, and includes a form to help you explain your complaint clearly.

For complaints against your employer
Please write to your employer’s Pensions Officer.

Stage 2 - Further appeals
If you are unhappy with the stage 1 decision you have six months to appeal to a stage 2 referee, who has been appointed by this Fund. You can also do this if you have gone through stage 1 but haven’t had a reply within three months.

Click here (99 KB) to download a stage 2 form which will help you put your stage 2 complaint clearly.