The Trustee will do all that it can to ensure that the DC Section is administered to the highest standard, but we appreciate that there may be times when you are unhappy about a certain situation or you have a concern that you need to raise.
Most queries and problems stem from a misunderstanding of information and normally can be quickly and informally sorted out without the need to use any formal procedures. You should first of all refer any query to your dedicated Administration Team on 0345 300 2637.
If you are still unhappy about the matter, you may then wish to consider making a formal complaint through the internal dispute resolution procedure.
Internal Dispute Resolution Procedure
If you have not been able to resolve any complaint about the DC Section informally, there is a 2-stage formal procedure you may use. Full details can be obtained from the Pensions Manager at the address shown below.
You should put your case in writing to:
The Pensions Manager Prudential Staff Pension Scheme 3 Sheldon Square Paddington London W2 6PR
who will fully consider your complaint and will normally give you a decision within 2 months of receipt of your complaint.
If you are not satisfied with the Stage 1 decision, you can appeal to the Trustee to consider your complaint. You will normally receive a decision from the Trustee within 2 months of receipt of your complaint.
Special application forms are available to make a complaint or appeal. If you wish, you may use a representative to act on your behalf.
The Internal Dispute Resolution Procedure applies to matters concerning the DC Section that affect members and others who may have an interest under the DC Section. It does not apply to disputes between employees and the Company, nor does it apply to disputes where Court proceedings have started or that are being investigated by the Pensions Ombudsman.
Do not forget that as a member of the DC Section you have access to a dedicated Administration Team who are there to answer any queries you may have.
You can contact the Administration Team using the details below.
TPAS is an independent voluntary body that provides free help and advice to members and other beneficiaries of occupational and personal pension schemes. TPAS is available at any time to assist members and beneficiaries with any pension query they may have or any difficulty they have failed to resolve with the trustees or administrators of a scheme.
You can contact TPAS using the details below.
The Pension Advisory Service 11 Belgrave Road London SW1V 1RB
The Pensions Ombudsman may investigate and decide upon any complaint or dispute of fact or law or complaints about maladministration in relation to how an occupational pension scheme is run. The Pensions Ombudsman may be contacted using the details below.
The Pensions Ombudsman 10 South Colonnade Canary Wharf E14 4PU
Please note that the Pensions Ombudsman normally insists the matter is first dealt with through a scheme’s own Internal Dispute Resolution procedure and raised with TPAS.
Pension Wise is a Government service that offers free impartial advice to help you understand your options in relation to your defined contribution retirement savings. You can obtain pension guidance online, by telephone or face-to-face.
Pension Wise may be contacted using the details below.
The Pensions Regulator is a regulatory body which has a range of powers to help safeguard pension rights of members of pension schemes and is able to intervene where trustee, employers or professional advisers have failed in their duties.