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. Please follow the options below.
Depending on the nature of your complaint or appeal, there are two options available to you:
If you wish to make a complaint about LPPA, the first thing to do is complete our online form below, which will allow us to gather all the facts and understand your concerns. LPPA will then review your complaint and let you know the outcome.
If you wish to make a formal complaint or appeal against the rules, regulations or other issues relating to your pension scheme (such as your eligibility for a specific benefit), you should follow our Internal Dispute Resolution Process (IDRP). You can do this by downloading the form below and completing the relevant details.
LPPA will then review your complaint and let you know the outcome. If you are not happy with the initial outcome, you will have an opportunity to appeal the decision.
If you are unhappy with the resolution provided by LPPA, you can raise your complaint independently by contacting:
The Pension Ombudsman Link opens in a new window Money and Pensions Service Link opens in a new window The Pension Regulator Link opens in a new windowPlease note
The Pension Ombudsman (TPO) prefers members to go through the full internal dispute resolution process (IDRP) before contacting them.
Our commitment to you
We will acknowledge your complaint within 5 working days and aim to respond to most complaints within 30 working days. If a resolution is likely to take longer, we will provide you with an update.
