Whilst we always endeavour to do things accurately and on time, we recognise that things can, and sometimes do, go wrong. If you are dissatisfied with the service you have received or disagree with a decision, there are several things you can do.

Informal discussion

Many of the issues experienced by our customers can often be resolved without the need for a formal complaint. Staff in our Customer Services team have been empowered to be able to resolve problems and, in the first instance, you should speak to them. You can request a call back from the member of staff who has been dealing with the case or their line manager. If you have already tried this approach without success, and do not feel that a resolution has been reached, you can submit a formal complaint.

Before you complete the complaints’ form below, please read our Complaints’ Procedure which can be found here https://www.sypensions.org.uk/Pensions-Policies . If you prefer to submit your complaint in writing, please contact us using the details at the bottom of this page.

If you make a formal complaint we will:

• acknowledge your complaint within 5 days of its receipt.

• provide a full explanation addressing the issues raised and, if required, detail the corrective measures we will take to put things right within 12 weeks of its receipt.

If we cannot give you a full response within this timeframe, either because more information is required or further investigations need to take place, we will inform you within 12 weeks.

We are always sorry when things go wrong, but we strive to learn from our mistakes and the issues raised can often provide valuable learning points which help to improve our service.

At the bottom under the heading 'Complaints about how the pension rules were applied' there is just one line to add at the end of the paragraph:

Before you complete the IDRP application, please read the relevant section in our Complaints’ Procedure which can be found here https://www.sypensions.org.uk/Pensions-Policies