We always strive to help our members however we can but if something goes wrong, there are things you can do.

Making a complaint

If you have any queries about the Fund or your benefits, you can write to us and we’ll always try to give you a quick and accurate response. If you aren’t satisfied with the response you get, though, the Fund runs a formal internal dispute resolution procedure to resolve any disputes between the Fund and its members, prospective members and beneficiaries.

When you contact us, you’ll need to ask for an application form to submit your complaint for consideration. Once you’ve submitted your form, you’ll get a written decision and explanation from, wherever possible, within two months. If you’re not satisfied with our response, you have six months to appeal to the Trustees in a stage 2 application. The Trustees will normally try to get back to you within four months. If you aren’t satisfied with the Trustees’ decision, you can refer your complaint to the Pensions Ombudsman.

The Pensions Ombudsman

The Pensions Ombudsman is an independent organisation which was set up to investigate complaints about how pension schemes are run. It has the legal powers to make decisions that are final, binding and enforceable in court. If you’ve been through our internal dispute resolution process and you’d like to complain to the Ombudsman, you’ll need to do so within three years of the event that you’re complaining about. They will then work to:

• investigate the case,
• establish the facts, and
• make a decision

You can contact them through their website at pensions-ombudsman.org.uk

You can also call them on 0800 917 4487 or write to them at:

The Pensions Ombudsman
10 South Colonnade
Canary Wharf
E14 4PU