Complaints and appeals
At LPPA, we take complaints and appeals seriously. If our service has fallen short, we will do everything we can to resolve your issue fairly and efficiently.
Understanding the process
To help you get the right resolution, we follow a step-by-step process for all complaints and appeals. We always try to find a satisfactory outcome on the first attempt, but if you are unhappy with our decision, you have the option to escalate your complaint.
Important: you must complete each of the following steps before moving on to the next one.
- Complete the form below to register your complaint.
- We acknowledge complaints within 5 working days.
- We aim to provide a more detailed response within 30 working days.
- If a resolution is likely to take longer, we provide you with an update.
- If you are not satisfied with the outcome of your formal complaint, you can download the IDRP form below and submit it to LPPA using the contact form in Step 1.
- IDRP forms must be submitted within six months of the original complaint.
- We acknowledge IDRP stage 1 submissions within 5 working days.
- We aim to provide a more detailed response within two months.
- If a resolution is likely to take longer, we provide you with an update.
- If you are not satisfied with the outcome of the IDRP, you have the right to appeal. You can do this by resubmitting the IDRP form to LPPA using the contact form in Step 1 (and directly responding to any concerns you have with the IDRP stage 1 outcome).
- IDRP forms must be submitted within six months of the original complaint.
- We acknowledge IDRP stage 2 submissions within 5 working days.
- We aim to provide a more detailed response within two months.
- If a resolution is likely to take longer, we provide you with an update.
- If you are unhappy with the resolution provided by LPPA, you can escalate your complaint to the The Pension Ombudsman by contacting them directly.
- Complaints to the Pension Ombudsman must be submitted within three years of the original complaint.
- LPPA works with the Pension Ombudsman to provide a response in line with their requested timelines.
Please note
The Pension Ombudsman (TPO) requires members to go through the full internal dispute resolution process (IDRP) before contacting them.
