We aim to provide a high-quality service to all members of the Teachers’ Pension Scheme. However, we know there may be times when things don’t go as expected, or when you’re unhappy with a decision we’ve made or the service you’ve received.

If this happens, it’s important to raise your concern using the correct complaints process so it can be reviewed as quickly and fairly as possible.

Step 1: Raise your complaint with Teachers’ Pensions

If you’re unhappy with our service, a decision we’ve made, or how the Scheme rules (This link opens in a new window) have been applied to you, the first step is to contact us directly. You can do this by:

• completing the online complaints form (This link opens in a new window), or

• writing to us with details of your complaint using the complaints form.

Our team will review your complaint against the relevant regulations and policies. We’ll acknowledge your complaint and aim to provide a full response within our published timescales. If anything in our response is unclear, you can contact us again and we’ll be happy to explain further.

Step 2: If your complaint is not resolved

If you remain unhappy, or if your complaint can’t be resolved at this stage, you may be able to raise it under the Internal Dispute Resolution Procedure (IDRP).

The IDRP is a formal, two-stage process that all occupational pension schemes must offer. It allows an independent review of decisions relating to your pension benefits or how the scheme rules have been applied in your case.

Details of how to appeal through the IDRP, including what information you’ll need to provide, are explained in our complaints guidance (PDF, 8 MB) (This link opens in a new window).

Getting independent help and advice

If you need free, impartial guidance at any stage, you can contact Money and Pensions Service (MaPS) (This link opens in a new window), who provide support on pensions and retirement matters.

If your complaint has gone through our complaints process and the IDRP, and you’re still not satisfied, you may be able to ask The Pensions Ombudsman (This link opens in a new window) to investigate. The Ombudsman is an independent organisation that resolves pension disputes.

Using your feedback to improve

We review all complaints carefully and use the feedback we receive to help improve our service. If you have suggestions about how we could do things better, please contact us (This link opens in a new window).

For full details of how to make a complaint, including links to forms and guidance, visit the Member Complaints and appeals section of our website (This link opens in a new window).