Contact us

Contact Us

Please contact the relevant Pensions team below should you have any queries regarding your pension.

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 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:

  • The decision made (please note: you may wish to follow the ‘internal dispute resolution procedure’ 
  • A failure in service delivery.
  • The way you were treated.

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/



Internal Dispute Resolution Procedure

Internal Dispute Resolution Procedure

LPP, your employer (or former employer) and your Administering Authority take complaints and disputes seriously. The formal ‘internal dispute resolution procedure’ is a requirement of the Pensions Act 1995.

From the day a person starts a job with an employer to the day when benefits or dependants’ benefits cease to be paid, the employer and the pension scheme Administering Authority have to make decisions about the pension scheme rules. If you are not satisfied with a decision, act or omission by the employer or pension scheme administering authority you have the right to ask for this decision to be reviewed under the formal dispute procedure known as ‘internal dispute resolution procedure’.

 Depending on the nature of your concern, the dispute may be forwarded to your employer (or former employer), or the fund Administering Authority to deal with.

 You may wish to use the Internal Dispute Resolution Procedure if you are dissatisfied with a decision which has been made. Some examples of this are:

  • 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

If your complaint is not about a decision made but relates to the service which you have experienced (for example unreasonable delays or information not given to you), please follow the 'complaints procedure’ 

No charge is made at any stage for investigating a dispute, but you will need to cover your own (and/or your representatives) expenses including time, stationery and postage.

 Who can raise a dispute? 

  • 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 raise a dispute. 

  • Please provide details of your dispute by sending us an email (marked FAO Complaints and Appeals Administration Lead) to askpensions@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

Newham - IDRP Process

Havering - IDRP Process

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

 If you raise a dispute, LPP, your employer (or former employer), or the fund Administering Authority promise to: 

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

We recognise that most people when they raise a dispute want: 

  • A fast initial response and a speedy resolution.
  • An acknowledgement that their dispute 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 dispute.
  • Put right faults in our processes.
  • Address any training requirements with our team. 

 When you raise a dispute, please help by being clear about why you are not satisfied. 

Tell us what you think went wrong. Was it: 

  • General service which you have experienced (for example unreasonable delays or information not given to you), please follow the link below to the ‘complaints procedure’
  • Examples of decisions made by LPP including:
    • Applying the pension scheme rules for example whether you can combine several pensions
    • Working out your benefits
  • Examples of decision made by your employer including:
    • Deciding whether you can retire on ill health
    • Deciding the pay used to work out your benefits
  • Example of decisions made by your Administering Authority including:
    • Application of discretion's for example whether to accept a transfer from another scheme or to authorise a transfer to another scheme

 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.

Stage 1: Formal Dispute

This will be dealt with by your employer, Administering Authority or ourselves at LPP. It is best to use the form located further up this page as it will help to include the right details.

You must raise your concern within 6 months of the date you were told of the decision or when the decision should have been made but wasn’t.

The facts of the case will be examined along with the scheme rules and any other legislation which is relevant.

The outcome will be given in writing and we aim to do this within 2 months of you raising the dispute.  Or you will be given a full update at this stage on when to expect a decision.

Stage 2: Formal Dispute

This will be dealt with by your employer, Administering Authority or ourselves at LPP. It is best to use the form located further up this page as it will help to include the right details.

You must raise your concern within 6 months of receiving the decision at stage 1.

The facts of the case will be independently examined along with the scheme rules and any other legislation which is relevant.

The outcome will be given in writing and we aim to do this within 2 months of you raising an appeal. Or you will be given a full update at this stage on when to expect a decision

Your right of appeal.

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.

However, you will be able to contact the Pensions Ombudsman free of charge. 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/ 

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/



Newham Pensions Team

Our opening times are 9am – 5pm Monday to Thursday and 9am – 4pm Friday.

LPP - Your Pension Service 

PO Box 1383 

Preston PR2 0WR

Email: AskPensions@localpensionspartnership.org.uk

Telephone: 0300 323 0260



Havering Pensions Team

Our opening times are 9am – 5pm Monday to Thursday and 9am – 4pm Friday.

LPP - Your Pension Service 

PO Box 1383 

Preston PR2 0WR

Email: AskPensions@localpensionspartnership.org.uk

Telephone: 0300 323 0260 

You may not need to call us, you can  access your My Pension Online Account. If you’ve not activated your account yet, we have some simple steps you can follow to activate your account

Alternatively you can use our contact us form on our contact us page or if you’d prefer our e-mail address is askpensions@localpensionspartnerhip.org.uk.



Redbridge Pensions Team

Pensions Team

Revenues, Benefits & Transactional Centre

Lynton House

255/259 High Road

Ilford

Essex

IG1 1NN

Email: pensionsLGPSadmin@redbridge.gov.uk

Telephone 020 8708 6573