Complaints

What to do if you wish to make a complaint relating to the TfL Pension Fund.

Please contact the Service Delivery Manager at the Fund Office if you are not happy with the service that you have received, or a decision relating to Fund benefit payments.

If you are still not satisfied, then the following may be helpful.

Data Protection Complaints Process

If you have a query about how we/the Trustees are processing your personal data, please contact us so we can try to resolve any issues on an informal basis.

If you are not satisfied with our response to any query you raise with us, or you believe we are processing your personal data in a way which is inconsistent with the law, you can raise a formal complaint by contacting us by:

Email: [email protected]

If you are not satisfied with our response to your complaint, you can complain to the Information Commissioner’s Office by:

Telephone: 0303 123 1113

Internal disputes resolution procedure

Our dispute resolution procedure (IDR) is designed to resolve any dispute between the Trustees, members, prospective members and beneficiaries.

Download the IDR Procedure

Download the IDRP stage one application form

Download the IDRP stage two application form

If you are not happy with the response, you can ask for the Trustees Appeals Committee to consider your complaint at stage two of the IDR procedure.

MoneyHelper

MoneyHelper offers free and impartial guidance to people with workplace and personal pensions. You can contact MoneyHelper at:

Telephone: 0800 011 3797
Website: www.moneyhelper.org.uk/en

Pensions Ombudsman

If you have gone through both stages of the Trustees' IDR procedure and are still not satisfied with the outcome, you can contact the Pensions Ombudsman. You can contact the Pensions Ombudsman at:

The Office of the Pensions Ombudsman
Government Hub
10 South Colonnade
Canary Wharf
London
E14 4PU

Telephone: 0800 917 4487
Email: [email protected]
Website: www.pensions-ombudsman.org.uk

The ombudsman is appointed under the Pension Schemes Act, and investigates and settles complaints and disputes of fact or law connected with pension schemes.

Decisions are legally binding on both parties.

The Pensions Regulator

The Pensions Regulator supervises occupational pension schemes and intervenes in their running where Trustees, employers or professional advisers have failed in their duties.

The Regulator also has powers to help meet its objectives of protecting members' benefits. You can contact them at:

Telecom House
125-135 Preston Road
Brighton
BN1 6AF

Telephone: 0345 600 0707
Website: www.thepensionsregulator.gov.uk

The Pensions Regulator took over from Occupational Regulatory Authority on 6 April 2005.