We value you as a member and are committed to providing you with a high quality service at every stage of your membership.
We are committed to dealing effectively with any feedback you have about our services. If we have made a mistake we will apologise and will try to put things right as soon as possible.
We review complaints regularly and wherever possible, we use this information to improve the way we do things. We also welcome comments and compliments about the services we have provided.
If you wish to contact the Dyfed Pension Fund, please make use of the Contact Us page.
How will we respond to you?
If we receive a comment or complaint from you, we will:
• Acknowledge your comment or complaint within 5 working days, from date of receipt of the letter or email
• Aim to resolve the complaint or comment within 20 working days, from date of receipt of the letter or email. If your complaint or comment is complex, we may need more time to resolve.
• If we do need more than 20 working days to resolve your complaint or comment, we will contact you within the 20 working days and tell you how long we expect it to take and continue to give you regular updates in this period.
We will respect your right to confidentiality and privacy, and we will treat you fairly and in accordance with or commitment to equality.
The person who is investigating your complaint or comment will firstly aim to establish the facts. In some instances, we may ask to meet you to discuss your concerns.
How will we deliver the outcome to you?
If we formally investigate your complaint, we will let you know what we have found and we will use your preferred form of communication (such as letter or email), when we will contact you, and if necessary, we will produce a longer report. We will explain how and why we came to our conclusions.
If we find we have done something wrong, we will tell you this, explain what happened and apologise. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to make changes to prevent the same thing happening again.
What do we expect from you?
We believe that all complaints have the right to be heard, understood and respected. However, our employees have the same rights and we will not tolerate unacceptable behaviour such as aggressive or abusive behaviour or unreasonable demands.
Is there anybody else that can help you with a complaint?
You have the right to refer your complaint to The Pensions Ombudsman (TPO) free of charge.
TPO deals with complaints and disputes which concern the administration and /or management of occupational and pension schemes.
Contact with TPO about a complaint needs to me made within three years of when the event(s) you are complaining about happened – or, if after, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.
TPO can be contacted at:
If you have any general requests for information or guidance concerning your pension arrangements, you can contact The Pension Advisory Service (TPAS).
TPAS can be contacted at:
Address: 11 Belgrave Road, London SW1V 1RB
Tel: 0800 011 3797
The Pension Regulator (TPR) is a pension’s watchdog which makes sure schemes are run properly and protects members against fraud. Anyone who is worried about a scheme can report to TPR.
TPR can be contacted at:
Tel: 0345 600 0707
Are there any time limits I should be aware of?
Normally, we will only be able to look at your complaint if you tell us about it within 6 months of the date that you first became aware of the problem. However, we may still consider your complaint if you provide strong reasons for taking longer than 6 months to tell us about the problem. In any event, regardless of the circumstances, we will NOT consider any concerns about matters that took place more than 12 months ago.
What if your complaint involves more than one organisation or department?
If your complaint involves more than one department, we will ask each department to prepare a response and, where possible, we will incorporate these into one letter.
If your complaint involves more than one organisation, we will work with these organisations to address your complaint and to decide who will take the lead in dealing with and responding to your concerns.
Are there any complaints that are not covered by this policy?
This policy does not apply if the complaint relates to a Freedom of Information or Data Protection request because there is a separate process for making complaints about this service. You can register these complaints by:
Telephoning: 01267 224 127
Visiting the Council website: www.sirgar.llyw.cymru
Writing to: Freedom of Information Enquiries, Chief Executives Department, County Hall, Carmarthen, SA31 1JP
What if the complaint is about the Pension Scheme?
If you disagree with a decision made by your Employer or the Dyfed Pension Fund in relation to your benefits from the Local Government Pensions Scheme (LGPS), then there is a two stage complaints process in place known as the Internal Dispute Resolution Procedure (IDRP).
You can make a complaint under the IDRP if you are:
• A Prospective Member, who is thinking of joining the Scheme;
• An Active Member, who is currently contributing to the Scheme;
• A Deferred Member, who has left the Scheme, but your benefits remain in the Pension Fund;
• A Pension Member, who is currently in receipt of a pension benefit from the Pension Fund.
When making your complaint you can choose someone else to represent your case – a friend, solicitor or union representative for example.
If you wish to make a complaint under IDRP, you should complain in writing to whoever you think is at fault, either your employer or Pension Fund, by completing the IDRP application form within 6 months of the problem arising.
Internal Dispute Resolution Procedure (IDRP)
Before going to the trouble of making a formal complaint, the Dyfed Pension Fund would welcome the opportunity to try and resolve the matter informally before taking it any further.
If you have a complaint or dispute concerning your workplace or personal pension arrangements, you are able to contact:
The Pensions Ombudsman (TPO)
If you have general requests for information or guidance concerning your pension arrangements, you are able to contact:
The Pensions Advisory Service (TPAS)