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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 dependants by calculating benefits accurately and making payments promptly.
However, pension rules are complicated and can be confusing. This sometimes leads
to complaints and misunderstandings. The Committee has an official complaints
and review procedure for you to use if you have a complaint or if you are
dissatisfied with a decision it has made.
If
you have a complaint, in the first instance you should contact the person with
whom you were dealing or, if you prefer, his/her manager to try to resolve the
problem. This can be done in writing, by telephone, by email or by personal
visit to our office.
Our
address, telephone number and email address are as follows:
NILGOSC
Templeton
House
411
Holywood Road
BELFAST
BT4
2LP
Telephone:
0845 308 7345
Fax:
0845 308 7344
Email:info@nilgosc.org.uk
Formal Complaints Procedure - Stage 1 Review
If
the matter is not resolved to your satisfaction, or if you are dissatisfied
with a medical decision, please write to the Secretary at the address above
with details of your complaint, or asking him to review the decision. You may
wish to enclose further medical evidence in support of your case. Your
complaint or request for a review must be made within six months of the event
or decision giving rise to it. The Secretary will acknowledge receipt of your
letter within five working days and will inform you of his decision within two
months.
Formal Complaints Procedure - Stage 2 Review
If
you are dissatisfied with the Secretary’s decision you may write to the
Committee, at the same address, setting out the particulars of the grounds of
your complaint and requesting it to reconsider the matter. The request must be
made within six months of receiving the Secretary’s decision.
The
Committee will then review your case and inform you of its decision within two
months of receiving your request.
If
you are still not satisfied with the reply you receive, there are a number of
organisations which may be able to help you. 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
Freephone:
0800 343424 Fax: 028 9023 4912
Email: ombudsman@ni-ombudsman.org.uk
The Pensions Advisory Service (TPAS)
You
may wish to contact the Pensions Advisory Service Ltd (TPAS). TPAS exists to
give help and advice to people at any time who have problems with their
pension. TPAS also helps to settle disputes which are not resolved by direct
negotiation.
You
can contact the TPAS Central Office as follows:
TPAS
11
Belgrave Road
London
SW1V1RB
Telephone:
0845 6012923
Fax:
020 7233 8016
Email:
enquiries@pensionsadvisoryservice.org.uk
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
pensions scheme’s complaints procedure or by TPAS.
The
Ombudsman’s address is the same as TPAS but the telephone number is:
Telephone:
020 7834 9144
Fax:
020 7821 0065
Email:
enquiries@pensions-ombudsman.org.uk
The Pensions Regulator (TPR)
TPR’s
job is to make sure that a wide range of rules are followed by the people who
run occupational pension schemes. TPR’s role is to investigate and take action
where rules are broken or where dishonesty and carelessness could damage the
retirement prospects of scheme members.
TPR
can be contacted at:
The
Pensions Regulator
Napier
House
Trafalgar
Place
Brighton
BN1
4DW
Telephone:
0870 6063636 (9:00 am to 5:00 pm Monday to Friday)
Fax:
0870 2411144
Email: customersupport@thepensionsregulator.gov.uk
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: 0845 308 7345
Fax: 0845 308 7344