Making a complaint
Initial Informal Stage – Complaint against the Pension Section
If you are not satisfied with any aspect of the processing of your Local Government Pension Scheme (LGPS) benefits, or any decision given by the Pension Section, in the first instance please contact the Pension Officer dealing with your case. Their name and number should be found on correspondence provided by the Pension Section. Please ask the Pension Officer to refer your case to a Pension Team Manager who will review your case informally.
This will be done within 10 working days, or if longer is needed, you will be notified.
Usually, issues can be resolved at this informal stage.
Initial Informal Stage – Complaint against your Employer or Former Employer
If you are not satisfied with any aspect of the processing of your Local Government Pension Scheme (LGPS) benefits, by your employer (or former employer), please contact them in the first instance.
If this does not resolve the situation, please contact the Pension Section Helpline Tel 0116 305 7886 who will try and help resolve the situation informally.
Usually, issues can be resolved at this informal stage.
Initial Informal Stage – Complaint against the Fund’s In-House Additional Voluntary Contribution (AVC) Provider
If you are not satisfied with any aspect of the processing of your in-house AVCs, please contact the AVC provider in the first instance.
If this does not resolve the situation, please contact the Pension Section Helpline Tel 0116 305 7886 who will try and help resolve the situation informally.
Usually, issues can be resolved at this stage.
Stage One - IDRP
If you remain unsatisfied with any decision given by either the Pension Section, your employer/ former employer, or the In-House AVC Provider, relating to your Local Government Pension Scheme (LGPS) benefits or AVCs, you may appeal in writing under the Internal Disputes Resolution Procedure (IDRP). You must write within 6 months of receiving the decision.
You can request an IDRP information pack from the Pension Section by either phoning the Pension Section Helpline Tel 0116 305 7886, or by emailing; pensions@leics.gov.uk
or in writing; Leicestershire County Council Pension Section County Hall Glenfield Leicester, LE3 8RBThe Pension Section will provide you with the IDRP information pack, including who you should return the completed form to. This person is referred to as the “Specified Person” nominated by your employer, former employer or Pension Fund, who will formally investigate your complaint.
The specified person will not have been involved in your case previously.
The specified person will confirm in writing their decision within the timescales of the IDRP process. If more time is needed to fully investigate your case, you will be informed in writing.
Stage Two - IDRP
If you are dissatisfied with the IDRP Stage 1 decision, a ‘second stage’ of IDRP complaint process can be requested.
Stage 2 of the IDRP, will usually involve a colleague from the Legal Services Team at Leicestershire County Council reviewing your case.
The person considering stage 2 of the IDRP will not have been involved in the case previously and will look afresh at the process and decision.
You will receive the stage 2 decision in writing within the timescales of the IDRP process, or if longer is needed, you will be informed.
Ombudsman
Should you remain dissatisfied with the outcome of the IDRP stage 2, you can refer your case to the Pension Ombudsman.
The Pension Ombudsman’s contact details;
Email enquiries@pensions-ombudsman.org.uk Website www.pensions-ombudsman.org.ukThe Ombudsman usually expects LGPS complaints to have been through the IDRP process before they consider it.