Procedure for complaints and disputes
The Occupational Pension Schemes (Internal Dispute Resolution Procedures Consequential and Miscellaneous Amendments) Regulations 2008 provide a formal process for the resolution of disagreements. The information below sets out the arrangements for the Teachers' Pension Scheme.
First Stage
The teachers' pensions regulations are administered by Teachers' Pensions on behalf of the Department for Children, Schools and Families (DCSF). If you disagree with a decision made by Teachers' Pensions about how the regulations apply to you or you wish to complain about how your case has been handled, you should write to:
Customer Services Manager
Teachers' Pensions
Mowden Hall
Darlington
DL3 9EE
Second Stage
If you are dissatisfied with the reply from Teachers' Pensions, you may appeal to the DCSF. You should write to:
Terms and Conditions Unit
Department for Children, Schools and Families
Mowden Hall
Darlington
DL3 9BG
Your appeal should be made within 6 months of receiving your reply to your first letter of complaint or dispute. Included in this appeal, you must provide your full name and address, your teacher’s reference number, your date of birth and your National Insurance number. If you choose to ask a representative to write in on your behalf, these details must still be provided.
If you have received a second stage reply and you wish to pursue the matter further, you may contact the Pensions Ombudsman, who is independent and acts as an impartial adjudicator. The address is:
Pensions Ombudsman
11 Belgrave Road
London
SW1V 1RB
Tel: 0207 834 9144
Other Useful Contacts
It is open to you, at any stage to approach The Pensions Advisory Service (TPAS). They offer a free service and their address is:
The Pensions Advisory Service
11 Belgrave Road
London
SW1V 1RB
Tel: 0845 601 2923
The Pensions Regulator is able to intervene in the running of schemes if scheme managers or administrators have failed in their duties, and will impose financial penalties where it sees fit. The address is:
The Pensions Regulator
Napier House
Trafalgar Place
Brighton
East Sussex
BN1 4DW
Tel: 0870 6063636
