Customer Charter

If you are in any doubt about your benefit entitlements, or have a problem or question about your LGPS membership or benefits, please contact the Bexley Pensions Team. They will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible.

If you are still dissatisfied with any decision made in relation to the Scheme you have the right to have your complaint independently reviewed under the Internal Disputes Resolution Procedure and, as the scheme is well regulated, there are also a number of other regulatory bodies that may be able to assist you. The various procedures and bodies are:

Internal Disputes Resolution Procedure

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.

The Pensions Advisory Service (TPAS)

TPAS, formerly known as The Occupational Pensions Advisory Service (OPAS), is available to assist members and beneficiaries with any difficulties they cannot resolve with their scheme administrators. TPAS can be contacted at:

11 Belgrave Road, London, SW1V 1RB Telephone: 0845 601 2923
Email: enquiries@pensionsadvisoryservice.org.uk

Pensions Ombudsman

In cases where a complaint or dispute cannot be resolved after the intervention of OPAS, an application can be made, within three years of the event, to the Pensions Ombudsman 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 11 Belgrave Road, London, SW1V 1RB Telephone 0207 834 9144

If you need any help in putting your case, OPAS (the Occupational Pensions Advisory Service) is a free and independent advisory service specifically designed to help people with their pension problems. You may write to OPAS direct, also at 11 Belgrave Road, London, SW1V 1RB, or contact them through your local Citizen’s Advice Bureau.

The Pensions Regulator

From April 2005, the Pensions Regulator replaces the Occupational Pensions Regulatory Authority (OPRA) as 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. You can contact the Pensions Regulator at Napier House, Trafalgar Place, Brighton, BN1 4DW Telephone 0870 6063636