Are you receiving the best customer service?

The administration of the Scheme is carried out by the Local Pensions Partnership (LPP). 

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’.

 

Complaint process 

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

2nd Floor

169 Union Street

London

SE1 0LL

or via email to: communications@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 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.

 



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

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:

Pensions Ombudsman

11 Belgrave Road

London

SW1V 1RB

Telephone: 020 7630 2000

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

 

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

London

SW1V 1RB

 

Telephone: 0845 601 2923

Email: enquiries@pensionsadvisoryservice.org.uk

Website: http://www.pensionsadvisoryservice.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.