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We want to provide an answer to your complaint that you're happy with. If you still think there is a problem after we've finished our investigation, there are other options available to you.

All company pension schemes have an ‘internal dispute resolution procedure’ (IDRP), where you can tell the scheme trustees your concerns. The boxes below give a brief description of the stages that must be followed if you're considering taking your complaint further.

You'll find more information by reading our IDRP Guide.

You can start the process by downloading and completing our IDRP application form.

IDRP application forms should be emailed to EAPF@environment-agency.gov.uk

Stage 1

If you're unhappy with the decision made by Capita, your employer, or in-house AVC providers you may contact the Policy Governance and Risk Manager (the Adjudicator) within 6 months of being told the decision you've complained about.

In order to refer your complaint to the adjudicator you must download and complete an IDRP application form.

IMPORTANT: Due to the impact of Coronavirus on all businesses and operations, we recommend that you submit your application form by email to EAPF@environment-agency.gov.uk

If you're unable to email your application, you'll need to send it to the address below but note that there may be a delay in responding to you due to Coronavirus.

Policy, Governance and Risk Manager
Pension Fund Management Team
The Environment Agency Pension Fund
Horizon House
Deanery Road
Bristol
BS1 5AH

You should expect a decision regarding your complaint within 2 months of it being received. If a decision is not reached within that time you should receive a letter advising you of the reason for the delay and when the decision is expected to be reached.

Stage 2

If you're unhappy with the decision made by the Policy, Governance and Risk Manager, you may refer your complaint to the Administering Authority Representative who is independent of the original decision maker. The Administering Authority Representative for the EAPF is the Chief Pensions Officer.   

In order to refer your complaint to the Administering Authority Representative you must download and complete the IDRP application form.

IMPORTANT: Due to the impact of Coronavirus on all businesses and operations, we recommend that you submit your application form by email toEAPF@environment-agency.gov.uk

If you're unable to email your application, you'll need to send your form to the address below but note that there may be a delay in responding to you due to Coronavirus.

Chief Pensions Officer
Pension Fund Management Team
The Environment Agency Pension Fund
Horizon House
Deanery Road
Bristol
BS1 5AH

You should expect a decision regarding your complaint within 2 months of it being received. If a decision is not reached within that time you should receive a letter advising you of the reason for the delay and when the decision is expected to be reached.

Stage 3

If you're still dissatisfied by the decision made by the Chairman of the Pensions Committee, you may approach The Pensions Ombudsman (TPO). To learn more about TPO, you can visit the TPO website.

However, before making a complaint to the Ombudsman, if you wish to have a better understanding of your situation or need some guidance and support, The Pension Advisory Service (TPAS) may be able to help. TPAS can support you with any next steps you may need to take and answer questions you have. You might even find you don’t need to take your complaint further. To learn more about TPAS, you can visit the TPAS website.

TPAS Contact Details:

  0800 011 3797
Phone lines are open from 9am to 5pm Monday to Friday
The Pensions Advisory Service
11 Belgrave Road
London
SW1V 1RB

If you do need to take your complaint to the Pensions Ombudsman, their details are shown below.

The Ombudsman are completely impartial and can help deal with problems in maladministration. For example if a pension scheme is:

  • Taking too long to do something without good reason
  • Failing to do something they should have
  • Not following their own rules or the law
  • Breaking a promise
  • Giving incorrect or misleading information
  • Not making a decision in the right way

Their decisions are final and binding on all parties and you must refer your complaint to them within 3 years of the event which you’re complaining, or within 3 years of when you become aware of the problem. Please note that they cannot investigate matters where legal proceedings have already started.

Please also check their website for updates on how Coronavirus may impact on their current levels of service.

The Pensions Ombudsman contact details are:

0800 917 4487
enquiries@pensions-ombudsman.org.uk 
The Pensions Ombudsman
10 South Colonnade
Canary Wharf
E14 4PU
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