What is meant by a Referral, a Complaint and an Appeal?

We investigate certain decisions that are issued by the Board of the Pension Protection Fund, or the Scheme Manager of the Financial Assistance Scheme. These are:

 

Referral

  • There is a statutory list of specific matters that can be reviewed (reviewable matter) . This is set out in law and summarised in the Pension Protection Fund's booklet How we deal with your complaints and concerns Pension Protection Fund's booklet. If you disagree with the Pension Protection Fund's reconsideration of any of these matters, then we may be able to investigate it. We call these Referrals.

 

Complaints

  • If you are unhappy with the service that you have received from the Pension Protection Fund, and you think you have suffered injustice because of it, for example if there has been a long delay in them doing something, we may be able to investigate it. We call these Complaints.

 

Appeals

  • If you disagree with a decision issued by the Scheme Manager of the Financial Assistance Scheme, we may be able to consider it. We call these Appeals. (However, we do not investigate complaints about other actions by the Financial Assistance Scheme – for example delays or miscalculations. These are dealt with by the Parliamentary Ombudsman).

The Pension Protection Fund Ombudsman is also the Pensions Ombudsman >>