Customer care

Complaints Procedure

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:

  • You haven’t received the information you require
  • You feel there has been an unreasonable delay in dealing with your request

If you are unhappy with a decision which has been made about the pension scheme rules or regulations for example:

  • LPP's decision on whether you can combine several pensions
  • Your Employer deciding whether you can retire on ill health
  • Your Administering Authority's application of discretion's for example whether to accept a transfer from another scheme or to authorise a transfer to another scheme

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:

  • A member: you are paying into a pension or you have retired and draw a pension, or you have deferred benefits.
  • A prospective member: you are not yet a member but are eligible to be one.
  • A dependent: you are the widow, widower, surviving civil partner, eligible cohabiting partner or child of a member or deceased member.

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.

  • Please provide details of your complaint by sending us an email (marked FAO Complaints and Appeals Administration Lead) to LPPA.Complaints@localpensionspartnership.org.uk or a letter to the relevant postal address which can be found here Contact us.
  • We would prefer you to use the form below to ensure all information is covered.

LPP Complaints Form.

Please provide the following:

  • Your full name, address and contact details
  • Date of birth and national insurance number
  • Full details of your complaint alongside supporting documentation
  • An indication of how you would like your complaint resolved
  • Please clearly mark your correspondence as a complaint.

If you complain we promise to:

  • Treat all complaints fairly.
  • Be objective.
  • Acknowledge receipt of your complaint within 2 working days.
  • Respond to you fully within 5 working days or update you on progress after 5 working days.
  • Keep you informed of progress in resolving your complaint.
  • Resolve your complaint within 8 weeks or provide you with a detailed update at that point.
  • Provide a clear written outcome to your complaint.

We recognise that most people when they complain want:

  • A fast initial response and a speedy resolution.
  • An acknowledgement that their complaint has been reviewed by someone objective.
  • That our processes and service have been improved (where appropriate).

We aim to meet these requirements and to:

  • Learn from every complaint.
  • Put right faults in our processes.
  • Address any training requirements with our team.

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.

  • Make a note of who you speak to, dates and times.
  • If you write to us, keep a copy of your letter and any replies you receive.

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.

  1. The Pensions Advisory Service (TPAS) MAPS

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/

  1. The Pensions Regulator

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/

  1. The Pension Tracing Service

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/

  1. The Pensions Ombudsman’

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/