Formal complaints procedure for members
We will always try to resolve issues informally and correct inaccuracies as quickly as possible. If you are dissatisfied, you can use our formal complaints process (Internal Dispute Resolution Procedure).
The process allows members to challenge decisions about pension benefits made by:
- their employer
- administering authority (Oxfordshire County Council)
When you can make a complaint
You can use the procedure if:
- you disagree with a decision about your pension benefits
- a decision should have been made, but hasn't been
Stage 1 – Adjudicator review
Submit your complaint in writing within 6 months of the decision.
The adjudicator (a person nominated by the employer or Oxfordshire County Council) reviews the case.
You will receive a written decision including:
- the outcome
- legal references used
- next steps if you remain dissatisfied
If the adjudicator disagrees with the original decision, the employer or Oxfordshire County Council must revise it.
Stage 2 – Administering authority review
You may escalate to stage 2 if:
- you disagree with the stage 1 outcome
- you have not received a stage 1 decision within the required timescales
A person who was not involved in stage 1 will review your case.
You will receive a written decision including:
- the outcome
- legal references used
- next steps if you remain dissatisfied
If the adjudicator disagrees with the stage 1 decision, the employer or Oxfordshire County Council must revise it.
If you are still not satisfied
You can ask for help and advice from MoneyHelper at any time during the IDRP process. If you remain dissatisfied after stage 2 is complete, you can ask MoneyHelper to help resolve your complaint. If MoneyHelper believes the complaint is justified, they will try to resolve the problem through:
- conciliation
- mediation
MoneyHelper cannot force a pension scheme to take a particular action. If a resolution cannot be reached, you can escalate to the Pensions Ombudsman. They will independently investigate disputes after we have completed stages 1 and 2.
Usually, you must make the complaint within 3 years of the original issue.
How to submit a complaint
Use the form below and send it by one of the methods below:
- email (with 'Internal Dispute Resolution Procedure' in the subject)
- post, addressed to the Pension Services Manager
You must include copies of any relevant decision letters and correspondence.