Compliments and complaints about the LGPS

How to comment or complain about your LGPS membership and benefits.

Compliments

If our staff or services have been helpful, please let us know.

Complaints

If you would like to make a complaint about your pension membership, benefits or administration please use the following two stage procedure:

Stage 1

The first stage of the complaints' procedure is to email us.

Stage 2

If you are unhappy with our response to Stage 1, you can ask the County Council to arrange a review for the Chief Executive. The Chief Executive will send a final response on behalf of the County Council.

At each stage, we will acknowledge your complaint within three working days and respond within a maximum of 20 working days, although we aim to respond within 10 working days wherever possible.

If you are still unhappy after this, you can ask the Local Government and Social Care Ombudsman to investigate how your complaint has been dealt with.

Internal disputes

From the day you start work to the day benefits are paid, decisions are made about your pension membership and benefits.

Your employer will be responsible for decisions, such as the contribution rate you pay and your entitlement to benefits. The County Council, as the administering authority, processes this information and calculates and pays your benefits under Local Government Pension Scheme (LGPS) regulations.

If you are not satisfied with a decision that affects your membership of the scheme, you have the right to ask for it to be looked at again. This is done by a formal complaints procedure known as the Internal Dispute Resolution Procedure (IDRP).

Please see the documents below if you have a problem you wish to raise about your benefits.

 
Last updated:
8 July 2020
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  • West Sussex County Council will only use this email address to respond to any issues raised.