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COMPLAINTS PROCEDURE
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The Committee aims to provide an
efficient and courteous service to all members, pensioners and their
beneficiaries. However pensions are complicated and can be confusing. This sometimes
leads to complaints and misunderstandings. The Committee has an official
complaints procedure for you to use if you have a complaint.
If you have reason to make a complaint please contact the person with whom you
were dealing, or if you prefer, his or her Team Manager. This can be done in
writing, by telephone or by personal visit (no appointment necessary). If the
matter is not resolved to your satisfaction you can make a formal complaint, in
writing, to the Secretary at our address below.
Your complaint will be answered within 5 working days. Where this is not
possible an acknowledgement will be issued within 5 working days to advise you
when you will receive a reply.
If you are not satisfied with the reply you receive you can ask the Committee
to reconsider. You must apply in writing, within 6 months of receipt of the
previous decision, giving the reasons why you are dissatisfied.
The Management Committee will reconsider your complaint and inform you in
writing, within 2 months, of its decision. If you are still not satisfied there
are a number of organisations who may be able to help. They are as follows:-
If
you think you have been treated unfairly by the Committee you can complain to the
Ombudsman at the following address:-
The Ombudsman
Freepost
Belfast
BT1 6BR
Telephone: 0800 34 34 24
OPAS
gives help and advice to people who have problems with their pensions. You can
contact the local OPAS volunteer through your nearest Citizens' Advice Bureau
or through the OPAS Central Office as follows:-
OPAS
11 Belgrave Road
London
SW1V 1RB
Telephone: 0207 233 8080
If
you have a complaint against the pension scheme, you can ask the Pensions
Ombudsman to act as an adjudicator and make a final decision. His role is to
decide on complaints from individuals which have not been resolved by the
pension scheme's complaints procedure or by OPAS. The Ombudsman's address is the
same as OPAS but the telephone number is:-
0207 834 9144
OPRA
was set up under the Pensions Act 1995 and its job is to make sure that a wide
range of rules are followed by the people who run occupational pension schemes.
OPRA's role is to investigate and take action where the rules are broken or
where dishonesty and carelessness could damage the retirement prospects of
scheme members. OPRA can be contacted at:-
OPRA
Invicta House
Trafalgar Place
Brighton
BN1 4DW
Telephone: 01273 627600
Any
enquiries on the Scheme or requests for further information should be addressed
to:-
The Secretary
NILGOSC
Templeton House
411 Holywood Road
Belfast
BT4 2LP
Telephone: 028 90768025
Fax: 028 90768790