COMPLAINTS PROCEDURE

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:-

The Northern Ireland Ombudsman

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

The Occupational Pensions Advisory Service (OPAS)

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

The Pensions Ombudsman

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

Occupational Pensions Regulatory Authority (OPRA)

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

Help For Members

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