Information for members of the LGPS and those with police, firefighter, teacher and NHS pensions
Last updated:
19 October 2017

Compliments and complaints (PPS)

How to comment or complain about your Police Pension Scheme membership and benefits.

Compliments

If our staff or services have been helpful, please let us know by contacting the Pensions Team.

Complaints

If you are unhappy with a decision made about your pension or wish to complain please contact the Pensions Team who will try to resolve any issues.

If you are still unhappy, the Pension Fund’s complaints procedure has two simple stages:

Stage 1

If your complaint was not resolved by the Pensions Team, 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.

Stage 2

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.

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

Internal disputes

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

Some decisions are the responsibility of your employer, for example, the contribution rate you pay and your entitlement to benefits. Police Pension Scheme as scheme manager, processes this information and calculates and pays your benefits under the Police Pension Scheme.

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).

You can find out more about the IDRP by reading the internal dispute resolution procedure guide. If you would like to raise your complaint under the IDRP, complete the IDRP application form.

 

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