Who can I contact to complain? (Members)
Raising a complaint with TPT
If you have a problem or complaint in connection with your pension, please contact us as soon as possible so that we can help.
If we cannot resolve your issue, please email, call or write to one of the managers listed below providing details of your problem:
For any Defined Contribution (DC) scheme:
TPT Administration, PO Box 165, Blyth, NE24 9GU.
Email: DCOperations@tpt.co.uk
For any Defined Benefit (DB) scheme:
Matthew Doggett, Pensions Administration Associate Director, TPT Retirement Solutions, 5th Floor, 3 South Brook Street, Aire Park, Leeds, LS10 1FT.
Email: matthew.doggett@tpt.co.uk
If your complaint cannot be resolved by your scheme’s administrators and you remain dissatisfied, you may, at any time, escalate your complaint to the Trustee’s complaints and disputes procedure. This process has two stages.
Disputes - Formal resolution
Please ensure that any correspondence is addressed to the General Counsel at TPT and states clearly in the heading that you wish to exercise your right under the Trustee’s dispute resolution procedure. You should provide your name, membership number and as much detail about the reason for your complaint as possible.
You should send your complaint either by post to TPT Retirement Solutions, 5th Floor, 3 South Brook Street, Aire Park, Leeds, LS10 1FT or by email to complaints@tpt.co.uk.
This is the first stage of the Pensions Act’s dispute procedure and is your legal right.
A decision should be given to you within two months.
Appeal
If you remain unhappy with the formal resolution, you have the right to appeal within six months to the Trustee.
An appeal must be made in writing and must state the reasons for being dissatisfied with the previous decision.
It should be addressed to the Chair of the Trustee’s Appeals & Discretions Committee and be sent either by post to TPT Retirement Solutions, 5th Floor, 3 South Brook Street, Aire Park, Leeds, LS10 1FT or by email to complaints@tpt.co.uk
This is the second stage of the procedure.
A decision from the Trustee should be given within two months.
If you remain dissatisfied, you can take your complaint to The Pensions Ombudsman – see below.
The Pensions Ombudsman
The Pensions Ombudsman is appointed to deal with complaints against, and disputes with, occupational and personal pension schemes. The Ombudsman is completely independent and acts as an impartial adjudicator and may investigate and determine any complaint or dispute of fact or law in relation to a scheme. The Ombudsman will not normally consider any complaint until the internal dispute procedure is completed. However, the Ombudsman does have a Resolution Team which may assist members informally and provide guidance on potential disputes. The Ombudsman can be contacted through its website or at:
The Pensions Ombudsman, 10 South Colonnade, Canary Wharf, E14 4PU
Tel: 0800 917 4487
enquiries@pensions-ombudsman.org.uk
MoneyHelper
Please note that MoneyHelper is a free resource where you can get assistance with pension matters and other choices which may affect your financial wellbeing. MoneyHelper can assist pension scheme members and other beneficiaries by answering questions and providing guidance in connection with their pension benefits, including where a person is having difficulties in relation to their pension scheme. Further information is available from the MoneyHelper website.
Contact details: Tel: 0800 011 3797
From overseas: +44 20 7932 5780