Please note if you are a member of one of our Southern Funds then please visit www.yourpension.org.uk
LPP takes complaints and disputes seriously.
A complaint is ‘any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the provision of, or failure to provide, an administration service’.
You may wish to use the complaints procedure if you are dissatisfied with the service which you have experienced. Some examples of this are:
If you are unhappy with a decision which has been made about the pension scheme rules or regulations for example:
please follow the link below to the ‘internal dispute resolution procedure’ which is a formal process specifically regarding decisions which have been made.
No charge is made at any stage for investigating a complaint, but you will need to cover your own (and/or your representatives) expenses including time, stationery and postage.
Who can complain:
You might feel happier with someone else representing you, or you may not be able to put your case forward yourself, for example because you are a child. In this case you can choose someone to represent you. This could be, for instance, a trade union official, welfare officer, your husband / wife or partner, or a friend. If you are a minor or are or have become incapable of representing yourself, a family member or some other suitable representative can make (or continue) the complaint on your behalf.
How to make a complaint.
If you complain we promise to:
We recognise that most people when they complain want:
We aim to meet these requirements and to:
When you complain, please help by being clear about why you are not satisfied.
Tell us what you think went wrong. Was it:
Please keep a record of all events.
Your right of appeal in response to a complaint
If you are not satisfied with our first response you will have the right to appeal the decision made. This means your complaint will be reviewed again by another independent person.
After that stage you will have no further right of appeal to us unless your complaint is in respect of a decision made and is within the permitted timescale. This is 6 months from being notified of the decision or the event about which you are not satisfied.
If your complaint related to a decision made, you can follow the ‘internal dispute resolution procedure’ which is a formal process.
Other sources of help.
TPAS provide independent and impartial information about pensions, free of charge, to members of the public. TPAS is available to assist members and beneficiaries of the scheme with any pensions query they may have or any general requests for information or guidance concerning their pension benefits. https://www.pensionsadvisoryservice.org.uk/
This is the regulator of work-based pension schemes. The Pensions Regulator has powers to protect members of work-based pension schemes and a wide range of powers 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. https://www.thepensionsregulator.gov.uk/
Holds details of all pension schemes. If you were in a scheme in the past and have lost touch with them, the tracing service may be able to help you track them down https://pension-tracing-service-uk.co.uk/pension-trace/
The Pensions Ombudsman has a dispute resolution team who will try to resolve complaints where members or beneficiaries cannot resolve the matter with the scheme administrators. If this still does not resolve the complaint an application can be made, within 3 years of the event (or within 3 years of when you first knew about it), to the Pensions Ombudsman’s legal team for an adjudication. The Pensions Ombudsman can investigate and determine any complaint involving maladministration of the scheme or matters of fact or law and his/her decision is final, binding and enforceable in court. Matters where legal proceedings have already started cannot be investigated. More information can be found here https://www.pensions-ombudsman.org.uk/