Complaints

We believe that most queries and complaints can be dealt with informally and in the first instance we recommend that you contact our Administrators XPS, whose details can be found on the contact us page.

If you are unsatisfied with any informal response, then we operate a two stage formal process for resolving disputes, which is open to any member, or other person with a relevant interest in the Scheme.

The first stage requires you to write to the Manager at the Administrator with full details of your dispute. The Manager will consider the matter and reply to you with their decision within two months of receiving your letter. In some circumstances, the Manager may consider that it is more appropriate for your complaint to be escalated directly to the second stage of the process described below. If this is the case, you will be notified and given the timeframe for a response.

If you are not satisfied with the reply, you may appeal by letter within six months of the date of the reply you received. You should send your appeal letter to the Chairman of the Pensions Governance Committee (PGC), asking for the original decision to be reconsidered and giving your reasons why you are unhappy with the decision. Your appeal will be referred to the Trustee and you will receive a reply from the Chairman of the Pensions Governance Committee (PGC) as soon as the Trustee has made its decision.

If you feel that you would like some assistance to help you deal with your dispute you can contact The Pensions Advisory Service. If you are still dissatisfied with the decision from the Trustee and would like your dispute to be considered further, you can contact the Pensions Ombudsman.