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We want to run the Somerfield Pension Scheme so that our members don’t have cause for complaint. However, sometimes problems do arise, so we have an official complaint procedure, known as the ‘internal dispute resolution procedure’ which you can see here. Some complaints may include concerns about how personal data has been processed, as well as issues relating to the administration of benefits. Where a complaint relates solely to the processing of personal data, it will normally be considered under the Trustee’s Data Protection Complaints Procedure rather than the Internal Resolution Dispute Procedure.

If you are unsure whether your complaint relates to the administration of your benefits, the use of your personal data, or both, you should only submit one complaint and do not need to submit separate complaints. Where a complaint is concerned with both data protection and administration of benefits, the Trustee will determine the appropriate process (or processes) to apply.

We hope that you don’t ever have reason to use these procedures  –  and in fact we’d recommend that you try to resolve the issue informally first by contacting First Actuarial. In our experience, problems are very often the result of simple misunderstandings which can be put right very easily and quickly.

If, however, you feel you need to escalate your complaint, you can request a copy of the internal dispute resolution procedure.

If we are unable to resolve the complaint with you, then you can refer your complaint to The Pensions Ombudsman.  

The Pensions Ombudsman can be contacted at:

Tel: 0800 917 4487

Email: [email protected]

Website: www.pensions-ombudsman.org.uk