Are you receiving the best customer service?
One of the main goals of LPP is to be a market leader in customer service and operate in a culture where the customer is at the centre of our organisation, emphasising our slogan: ‘Your Pension Our World’.
LPFA is proud to be a member of the Institute of Customer Service (ICS) and achieved the ServiceMark Accreditation, a standard that demonstrates we are a world class provider of customer service. We even complete our customer queries 99% on time ranging between 3-5 working days to provide great service.
Average Time to Complete my Query
In recent years, LPP has significantly reduced the average number of days which elapse from the time you make a query until it’s successfully completed. To put your mind at rest, we have provided a table with our top 10 queries, showing the average number of days for it to be completed.
*Retirements: LPFA often receives advanced notification of retirements. Measurement is taken from this point however the average time between your actual retirement date and receipt of your lump sum is 3-5 working days.
LPP puts customer care at the centre of operations. Complaints are taken seriously and while we try to get things right first time there are occasions when things do go wrong. You may receive an outcome or decision you're not happy with, or our service may not have met your expectations. Below is the process and how we'll help you resolve any complaint you may have.
What do I need to do?
You can send us your complaint in writing either in the post or via 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 Communications Team
Local Pensions Partnership
169 Union Street
or via email to: email@example.com
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 that the facts and outcomes are clearly explained to you.
If we need more information or wish to explain our response to you, we may contact you via telephone.
I'm not satisfied
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.
In the first instance please write to Mike Allen, Director of Pensions (2nd Floor, 169 Union St, London, SE1 0LL), who will arrange a nominated person to review your case. Following the independent review - and if you are still dissatisfied with the decision, you may apply for another nominated person who has had no previous dealings with your case to review the findings. Your application for reconsideration must be made within six months of receiving notification of the independent referee's decision.
I'm still not happy
If, after having received a reply from the independent review about your appeal, and you wish to pursue the matter further, you can contact the Pensions Ombudsman, who acts as an independent and impartial adjudicator. Applications must be made within three years of the event and his or her decision is final and binding.
The Pensions Ombudsman's address is:
11 Belgrave Road
Telephone: 020 7630 2000
At any stage during this process you may wish to approach The Pensions Advisory Service (TPAS). They offer a free service.
The Pensions Advisory Service's address is:
The Pensions Advisory Service
11 Belgrave Road
Telephone: 0845 601 2923
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 or click here to complete our online Quality of Service Survey.