Complaints about LGPS pensions

While we aim to do things accurately and within the timescales given, we recognise that sometimes things can go wrong.

If you’re unhappy with the service you have been provided or a decision made about your pension, we suggest that you contact us in the first instance. We will always do our best to clarify any misunderstandings or put right any inaccuracies as quickly and efficiently as possible.

You can contact us in the following ways:

email: [email protected]

Telephone: 01296 383 755 (lines are open Monday - Thursday 9am to 5:30pm and Friday 9am to 5pm)

You can also write to us at:

Pensions & Investments Team
Buckinghamshire Council
Walton Street Offices
Walton Street
Aylesbury
HP20 1UD

If after contacting us, you remain dissatisfied with a decision made about your pension, either by us or your employer, you have the right to appeal under the Internal Dispute Resolution Procedure (IDRP).

If you want to make an official complaint, or appeal a decision about your pension, you must do this under the Internal Dispute Resolution Procedure (IDRP).

The IDRP is a two stage procedure, set out in law, that is used to resolve pension complaints. If you remain dissatisfied after stage two, you can choose to take your case to The Pensions Ombudsman.

The LGPS Internal Dispute Resolution Procedure Member Guide explains:

• who can use the IDRP and how it works
• what happens at each stage
• the deadlines associated with each stage
• who you can contact to help you further with your IDRP appeal.

Also included in the guide is the stage one and stage two application forms which you must complete to submit your IDRP appeal to us. Please read the guide in full before you complete the forms.

If you have any questions, contact us.