Are you receiving the best customer service?

Customer care is at the centre of our operations, and we take complaints seriously. If you're unhappy with a decision or our service has not met your expectations. You can let us know via the post or email.

Please make sure to include the following details:

your full name
your postal address
your email address
your national insurance number or pension number (if known)

Please send your complaint to:

LPP Company Secretarial Services Team

Local Pensions Partnership

2nd Floor

169 Union Street

London

SE1 0LL

or via email to: complaints@localpensionspartnership.org.uk

 

What happens next?

Once we have received your complaint we will send you a response within five working days. Where this is not possible, an acknowledgement will be sent within five working days to advise you of the progress and an expected date for providing the answer.

We will review your case and ensure that we consider all your points and outcomes are then clearly explained to you.

We may call you if we need more information or wish to explain our response further.



Internal Disputes Resolution Procedure

If your unhappy with our response you can raise a formal dispute against our decision. Any complaint must be made within six months of the date of our initial reply.

For further information, please see the attached Internal DisputeResolution Proceedure (IDRP) booklet.

Should you wish proceed with an application or claim, please complete and return the attached IDRP application form.

 



I'm still not happy

The Pensions Ombudsman carries out two roles in complaints and dispute resolution.

The Pensions Ombudsman’s Dispute Resolution Team (formerly under The Pensions Advisory Service - TPAS) will assist with dispute resolution where members or beneficiaries cannot resolve with their scheme administrators.

In cases where a complaint or dispute cannot be resolved after the intervention of the Disputes Resolution Team, an application can be made, within three years of the event, to the Pensions Ombudsman’s Legal Team for an adjudication. The Ombudsman can investigate and determine any complaint or dispute involving maladministration of the Scheme or matters of fact or law and his or her decision is final and binding. Matters where legal proceedings have already started cannot be investigated.

The Pensions Ombudsman can be contacted at:

10 South Colonnade, Canary Wharf, London, E14 4PU

Telephone - 0800 917 4487

Email: enquiries@pensions-ombudsman.org.uk

Website: https://www.pensions-ombudsman.org.uk/



 

We value your feedback

We're committed to improving our service to you and we use all feedback received to help us achieve this. 

If you have any ideas on how we can offer a better service we'd love to hear from you. Please email Communications@localpensionspartnership.org.uk with any suggestions.