Complaints Procedure
Who can help me if I have a query or complaint?
As a member of the Local Government Pension Scheme (LGPS), there may be times when you or your dependants are unhappy with the service you receive from the Scheme administrators, or you disagree with decisions that have been made about your membership or benefits.
If you have any query or complaint we would welcome the opportunity to discuss the matter with you and attempt to resolve it before you resort to a formal complaint. 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 Pension Team at the following address:
Royal County of Berkshire Pension Fund, Minster Court, 22-30 York Road, Maidenhead, Berkshire, SL6 1SF
Tel: 0845 602 7237 or Email: info@berkshirepensions.org.uk
We 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 should contact the Pension Fund Manager at the Royal Borough of Windsor and Maidenhead, the administering authority for the Royal County of Berkshire Pension Fund.
If you remain dissatisfied you have the right to have your complaint independently reviewed under the Internal Disputes Resolution Procedure. This is a three stage process, stage one of which is considered by a person specified by your employer to deal with any complaint or dispute. If you remain dissatisfied after stage one, stage two of the process is determined by a person nominated by the Royal Borough of Windsor & Maidenhead as the administering authority to the Royal County of Berkshire Pension Fund, to deal with complaints and disputes. If you still remain dissatisifed stage three of the process moves onto the Pensions Ombudsman for a final and binding determination.
The Ombudsman would normally expect you to have completed stages one and two of the disputes process and have contacted The Pensions Advisory Service (TPAS) before hearing your case. TPAS can be contacted at any time and they provide free advice and information to explain your rights and responsibilities. The TPAS Pensions Helpline number is 0845 601 2923 or you can go to their website by clicking on the following link http://www.pensionsadvisoryservice.org.uk/
.jpg "Complaints Procedure")
You can click here to download a copy of our guide "Internal Dispute Resolution Procedure (IDRP) - Employees' Guide". If you would prefer to have a copy of this document forwarded to your home address please contact us on 0845 6027237.
Related Links:
