Making a complaint
If you, or a dependant are not satisfied about a decision that has been made in relation to your pension, or about the service that you have received from us and want to make a formal complaint, please contact us first to see if we can resolve the matter. If you are still not satisfied you have the right to appeal.
If you are not satisfied with any decision affecting you, which has been made in relation to the scheme, you have the right to ask for it to be looked at again under the formal complaint procedure. You also have the right to use the procedure if a decision should have been made by your employer or administering authority, but it has not been. The complaint procedure’s official name is the Internal Dispute Resolution Procedure (IDRP). The IDRP is a two stage process in which the decision which has been made is reviewed by an independent person.
You can choose to have someone else represent you, and this representative can be whoever you like – a friend, relative, solicitor, union representative, etc.
An application for the consideration of a dispute must be made in writing within six months of having been made aware of the matter in dispute.
Stage one IDRP applications will be considered by the Chief Fire Officer and Chief Executive (or other nominated person should this not be appropriate). The Chief Fire Officer and Chief Executive (or other appropriate, nominated person) will consider the matter in dispute and will, within two months, write either to confirm the decision or to notify of a delay with an expected date of a decision.
If you are dissatisfied with the decision at Stage One, you have recourse to Stage Two of the procedure. Application of Stage Two of the IDRP must be made in writing and must be made no later than six months after the appellant was notified of the Stage One decision.
Stage two IDRP applications will be considered by the Human Resources Panel of the Fire Authority. The matter will be considered and appellants notified of a decision within two months of receipt of their application under Stage Two, or will be notified in writing of any delay and the expected date of a decision.
Other organisations who can help
- The Pensions Ombudsman: If you have a complaint or dispute concerning your workplace or personal pension arrangements you should contact The Pensions Ombudsman on 0800 917 4487 or via www.pensions-ombudsman.org.uk
- The Pensions Advisory Service: If you have general requests for information or guidance concerning your pension arrangements contact The Pensions Advisory Service on 0300 123 1047 or via www.pensionsadvisoryservice.org.uk
- The Pensions Regulator: The Pensions Regulator (TPR) may intervene in the running of schemes where trustees, managers, employers or professional advisers have failed in their duties. Contact TPR on 0345 600 5666 or via www.thepensionsregulator.gov.uk