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How to make a complaint

If you think something has gone wrong with your pension and you would like to make a complaint, it is important you write us first in the first instance. We will do our best to try and resolve any issue.

You can write to us at:

Royal Mail Statutory Pension Scheme
PO Box 551
Darlington,
DL1 9TX,
United Kingdom

If we cannot resolve your complaint, there is a formal complaints process in place. This is called the Internal Dispute Resolution Procedure (IDRP). To begin the IDRP, you should contact us for a Formal Complaint Form.

The IDRP is a formal and statutory arrangement that all occupational pension schemes must follow. The timelines for answering complaints under IDRP reflect the statutory nature of the arrangement.

Stage 1

You should send your complaint in writing to the ‘Managing Director of RMSPS - Capita' at the address above. They will review your complaint and normally give a decision and explanation in writing to you within two months. In some cases we may, at our discretion, waive Stage 1 and proceed straight to Stage 2.

Stage 2

If you are not satisfied with the Stage 1 decision, you can ask us to look at it again. You must do this within six months of our Stage 1 decision being made. We will then issue you with a Notice of Appeal decision.

If you are still not satisfied with the outcome, you can contact to the Pension Ombudsman who will try and resolve the complaint on your behalf.

At any stage of the process you can contact the Pensions Advisory Service for advice.

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