If you have a problem or question about your LGPS membership or benefits, please initially contact us at:
The Pension Section
City and County of Swansea
Civic Centre
Swansea
SA1 3SN
Telephone: 01792 636655
email: pensions@swansea.gov.uk
We will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible.
If you are still dissatisfied with any decision made in relation to the Scheme you have the right to have your complaint independently reviewed under the Internal Disputes Resolution Procedure. There are also a number of other regulatory bodies that may be able to assist you.
The various procedures and bodies are detailed below.
Internal Dispute Resolution Procedure
Should you disagree with a decision made by your Employer or Pension Fund in relation to your benefits from the Local Government Pension Scheme (LGPS), there is a two stage complaints process in place known as the Internal Dispute Resolution Procedure (IDRP).
You are able to make a complaint under the IDRP if you are:
- a Prospective Member, who is thinking of joining the scheme;
- an Active Member, who is currently contributing to the scheme;
- a Deferred Member, who has left the scheme, but your benefits remain in the Pension Fund; or
- a Pension Member, who is currently in receipt of a pension benefit from the Pension Fund.
When making your complaint, you are able to choose someone else to represent your case – a friend, relative, solicitor or union representative for example.
Stage 1: Formal Complaint
You should complain in writing to whoever you think is at fault, either your Employer or the Pension Fund, by completing the detachable application form within 6 months of the problem arising. The facts of your case will be examined along with the scheme regulations, and any other legislation which is relevant.
You should receive a written reply within 2 months of receiving your particulars. Confirmation of the decision will be presented, or alternatively reasons will be given for the delay in providing the outcome.
For complaints against your Employer, please complete the IDRP form and return to your employer. Your Employer must notify you of their Adjudicator in respect of the LGPS, their Job Title and Contact Address.
Internal Dispute Resolution Form
For complaints against the Pension Fund, please complete the form and return to:
The Pension Section
City and County of Swansea
Civic Centre
Swansea
SA1 3SN
email: pensions@swansea.gov.uk
Stage 2: Further Appeal
If you are unhappy with the Stage 1 decision, you have 6 months to appeal to a Stage 2 Adjudicator appointed by the Pension Fund. You must make your Stage 2 appeal in writing, which should be accompanied by the Stage 1 decision.
You can also go straight to Stage 2 if:
- You have gone through Stage 1 and haven’t had a reply within 3 months of making your appeal; or
- You have gone through Stage 1 and haven’t received a decision within a month of the date you were told you would receive it.
The Stage 2 Adjudicator should reply to you within 2 months of receiving your complaint.
For all Stage 2 appeals please complete the application form and return to:
Internal Dispute Resolution Form
Stage 2 IDRP Adjudicator
Legal Services
City and County of Swansea
Civic Centre
Swansea
SA1 3SN
MoneyHelper
MoneyHelper is available at any time to assist you in resolving your complaint.
You can either get in touch with a local MoneyHelper adviser through your Citizens Advice Bureau, or alternatively you can contact their central office:
Tel: 0800 011 3797
Website: https://www.moneyhelper.org.uk/en
The Pensions Ombudsman (TPO)
The Pensions Ombudsman may investigate and determine any complaint or dispute of fact or law in relation to an occupational pension scheme. Pension schemes and members must normally go along with the Ombudsman’s decision unless it is overturned by a court. The Pension Ombudsman’s office will normally have expected you to have:
- Been given first and second stage IDRP decisions by the LGPS; and
- Asked for help from MoneyHelper
Please note that you must refer your complaint to the Ombudsman within 3 years of the event about which you are complaining, or within 3 years of when you first became aware of the problem.
The Pensions Ombudsman’s contact details are:
Tel: 0800 917 4487
Website: www.pensions-ombudsman.org.uk
The Pensions Ombudsman has published some leaflets to help you understand the complaints process. Please click the links below to take you to the TPO website for more information.
Complaining to the party/parties at fault
The Pensions Regulator (TPR)
The Pensions Regulator is a pensions watchdog which makes sure schemes are run properly and protects members against fraud. Anyone who is worried about a scheme can report to The Pensions Regulator.
The Regulator’s contact details are:
Tel: 0345 600 0707
