Compliments, complaints and disputes

 

What to do if things go wrong

We make every effort to get things right so you do not have any complaints. If you do have a query or complaint please contact us at pensions@lbhf.gov.uk, so we can put things right as quickly as possible.

We will try to resolve your query or complaint informally but if we cannot resolve this informally, we have a two stage formal complaint procedure that you can follow ; 

Internal Dispute Resolution Procedure (IDRP)

The IDRP is a formal complaints process for those (members, beneficiaries or their representatives), who wish to raise a formal complaint about the London Borough of Hammersmith & Fulham Pension Fund. 

It is a two-stage process (a overview can be found under guides) and each stage is looked at by a different person;

Stage 1 - Your Stage 1 complaint should be raised within 6 months of the event that you are complaining about and you should attach any evidence you wish to be considered.

You can do this by detailing your complaint in writing and sending an email to; eleanor.dennis@lbhf.gov.uk

If you are not satisfied after following Stage 1, you can progress your complaint to Stage 2 attaching any evidence you wish to be considered.  You can also progress your complaint to Stage 2 if you have not received a response to your Stage 1 complaint after 3 months. 

Stage 2 is the last part of the internal process, where your complaint will be referred by the associate director of Transformation, Talent & Inclusion to an appointed person. However if you are not satisfied after following this process, you can then take your complaint to the Pensions Ombudsman.

You can do this by detailing your complaint in writing and sending an email to; dawn.aunger@lbhf.gov.uk

If you wish to take your complaint to the Pensions Ombudsman you must do so within 3 years of the event that you are complaining about. 

 

The Pensions Advisory Service (TPAS)

At any time, if you are having difficulties in sorting out your complaint, you may wish to contact TPAS. TPAS can provide free advice and information to explain your rights and responsibilities.

Pensions Ombudsman

If you are not happy with the response to your complaint and TPAS have not been able to help you, you can get in touch with the Pensions Ombudsman who can investigate your case.

Helpful information