Scheme Administrators
Capita
Svenska
PO Box 555
Stead House
Darlington
DL1 9YT
How we deal with queries and complaints (Internal Dispute Resolution Procedure)
If you have any queries about the Scheme or about your entitlement to benefits, your HR department will be happy to help and should always be your first point of communication.
If your HR department are unable to deal with your query, or if you wish to make a formal written complaint, you should request a copy of the Trustees’ Internal Disputes Resolution Procedure from your HR department.
Your complaint will then be considered by the person nominated by the Trustees to consider such disputes. You will normally receive a formal response to your complaint within two months. If your complaint is not dealt with in two months you will be sent a letter explaining the reason for the delay. This letter will also tell you when a formal response will be provided.
If you are not satisfied with the decision reached, you can escalate the matter to the Trustees. Details of this option will be provided with the response.
In the event that your HR department or the Trustees are unable to resolve your query other organisations that can help you are:
MoneyHelper
MoneyHelper is the new, easy way to get clear, free, impartial help for all your money and pension choices. Whatever your circumstances or plans, MoneyHelper can provide you with pension information, help with pension problems or guidance on building your retirement pot.
You can contact MoneyHelper by clicking on the link below:
www.moneyhelper.org.uk/en/contact-us
Pension Wise
Pension Wise is a government service from MoneyHelper that offers free, impartial pensions guidance about your defined contribution pension options.
It can be found at www.moneyhelper.org.uk/en/pensions-and-retirement/pension-wise or by phone on 0800 138 3944. You can arrange an appointment with Pension Wise to speak to someone further about your options when bringing your benefits into payment.
Pensions Ombudsman
The Pensions Ombudsman has the power to investigate and determine complaints or disputes of fact or law in relation to workplace pension schemes. The Pensions Ombudsman will expect the Administrators and the Trustees of a scheme to have been approached and both stages of the Internal Disputes Resolution procedure to have been completed before they will investigate any complaint.
The Pensions Ombudsman can be contacted at:
Pensions Ombudsman
1st Floor
10 South Colonnade
Canary Wharf
London
SV98 1LU
Tel: 020 7630 2200
Web: www.pensions-ombudsman.org.uk
The Pensions Regulator
The Pensions Regulator has more extensive powers, with a proactive and risk-focused approach to regulation. Useful information about the Regulator (and copies of the Codes of Practice to which schemes are managed) can be found at www.thepensionsregulator.gov.uk
In addition, the Pensions Regulator has taken over most of the work of the Pensions Registrar. Details of the Scheme have been duly registered.
The Pensions Regulator can be contacted at:
Napier House
Trafalgar Place
Brighton BN1 4DW
Tel: 0870 606 3636
Web: www.thepensionsregulator.gov.uk/en/contact-us/scheme-members-who-to-contact
The Pension Service
For further information on your State Pension please follow the link below:
Web: www.gov.uk/contact-pension-service
Financial Conduct Authority
If you want to get financial advice – or just need help investing your money, planning your pension or deciding on long-term care – there are several ways to find an adviser using the link below:
www.fca.org.uk/consumers/finding-adviser
Tracing a Pension
If you have lost touch with any of your previous pension providers, the following link provides further information on how to trace them:
Web: www.gov.uk/find-pension-contact-details