ABOUT THE GROUP

IF YOU HAVE A COMPLAINT

If you want to get in touch with someone from the Trustee Services team because you have a complaint about your pension, please email: NGEGESPS@Barnett-Waddingham.co.uk or write to: Trustee Services, 3 Devon Way, Longbridge, Birmingham, B31 2TS. The team will always try to resolve complaints first outside of the formal dispute procedure.

If that’s not possible, you can raise a formal complaint through the Internal Disputes Resolution (IDR) Process, set out below.

If your complaint specifically relates to your personal data and how it’s been handled, there is a separate Group data protection complaints process. You can raise a data protection complaint by contacting Trustee Services by email or post. Your complaint will be acknowledged within 30-days. If you are dissatisfied with the response once received, you may refer the matter to the Information Commissioner’s Office.
 
ICO helpline: 0303 123 1113.  Website: How to make a data protection complaint to an organisation | ICO

If you are not happy with the resolution of your complaint

The Group Trustee has established an Internal Disputes Resolution Procedure should you wish to complain about any matter which affects your benefits under the NGE Group.
 
Disputes are normally considered by Trustee Services unless they are in relation to decisions on ill-health retirement when the decision will be initially considered by the Discretions Committee.

All disputes should be addressed to Trustee Services.

Your complaint can be considered if it is about a matter in the Group Trustee’s powers. You cannot apply if your complaint is about your employer or if it has already been passed to the Pensions Ombudsman, a court or tribunal.

Your case will be looked at carefully and it may take time to unravel all the facts and to consult any other people involved. You will normally get a decision within four months of your complaint being received. However, we would expect to provide you with a response much sooner than this. The reply will give you an explanation of the decision; any laws which have been relied on; any parts of the Scheme Rules which have a bearing.

If you are not happy with the decision, you can apply, within 6 months, to have your case reviewed by the Group Trustee. You will normally get a written decision within four months of the date the Group Trustee receives the request. If a decision cannot be reached within four months, you will be told why it is late and when you can expect it.

The Group Trustee's reply will give you an explanation of its decision; any laws which it has relied on; any parts of the Scheme Rules which have a bearing and what you can do if you are not happy with the decision.

If you disagree with the Group Trustee's decision, you can refer the matter to the Pensions Ombudsman.

The Pensions Ombudsman's Early Resolution Team (ERT) is available to assist members and beneficiaries of pension schemes with any difficulties they might have in relation to their pension arrangements before raising a formal complaint with the Pensions Ombudsman. Complainants may seek ERT’s involvement in their dispute at any time during the process.

The Pensions Ombudsman
10 South Colonnade
Canary Wharf
London
E14 4PU

Telephone: 0800 917 4487

Email: enquiries@pensions-ombudsman.org.uk