Complaints procedure

Local Pensions Partnership Administration Ltd (LPPA) puts the satisfaction of its pension members at the heart of its business and we always strive to provide a high-quality service. However, we are aware that sometimes things can go wrong, and, if you are unhappy with the services provided by LPPA, you have the right to make a complaint.

LPPA’s Complaint Procedure is available on request.

How do I make a complaint?

There are two types of complaints:

1. Complaints regarding your pension scheme

2. Complaints regarding the administration of your pension

For example:

• A decision on whether you can combine several pensions
• Your employer deciding whether you can retire on ill health

• A decision on whether to accept a transfer from another scheme or to authorise a transfer to another scheme

• You haven’t received the information you require
• You feel there has been an unreasonable delay in dealing with your request

Complaint route

Please submit your initial complaint in writing to:

• Post – to the relevant postal address, which can be found here: Contact us.
• Email – to LPPA.Complaints@localpensionspartnership.org.uk

If you remain dissatisfied following our response to your complaint, you can either:

When submitting a complaint, please provide sufficient information to enable LPPA to identify:

• You
• Your employer
• Your pension account

What will happen to my complaint?

LPPA will:

• Acknowledge receipt of your complaint within five working days
• Respond to you fully within 30 working days or update you on progress after 30 working days
• Keep you informed on progress in resolving your complaint
• Resolve your complaint within eight weeks or provide you with a detailed update at that point
• Provide a clear written outcome to your complaint

LPPA will also:

• Treat all complaints fairly
• Be objective
• Learn from every complaint
• Put right faults in our processes
• Address any training requirements with our team

Other sources that may help

1. The Money and Pensions Service

The Money and Pensions Service (MaPS) replaces the three existing providers of government-sponsored financial guidance – the Money Advice Service, the Pensions Advisory Service and Pension Wise. It provides free and impartial debt advice, money guidance and pension guidance to members of the public.

More information can be found on the Money and Pensions Service website: maps.org.uk/en

2. The Pensions Regulator

This is the regulator of work-based pension schemes. The Pensions Regulator has powers to protect members of work-based pension schemes and a wide range of powers to help put matters right, where needed. In extreme cases, the regulator is able to fine trustees or employers and remove trustees from a scheme.

More information can be found on the The Pensions Regulator website: thepensionsregulator.gov.uk 

3. The Pension Tracing Service

This service holds details of all pension schemes. If you were in a scheme in the past and have lost touch with it, the tracing service may be able to help you track down your lost pension. 

More information can be found on the Pension Tracing Service website: pension-tracing-service-uk.co.uk/pension-trace/

4. The Pensions Ombudsman

The Pensions Ombudsman has a dispute resolution team, who will try to resolve complaints where members or beneficiaries cannot resolve the matter with the scheme administrators. If this still does not resolve the complaint, an application can be made within three years of the event (or within three years of when you first knew about it) to the Pensions Ombudsman’s legal team for an adjudication.

The Pensions Ombudsman can investigate and determine any complaint involving maladministration of the scheme, or matters of fact or law, and his/her decision is final, binding and enforceable in court. Matters where legal proceedings have already started cannot be investigated.

More information can be found on the The Pensions Ombudsman website: pensions-ombudsman.org.uk