CONTACT THE EAPF

Contact us

You can get in touch with us through
the following methods.

0800 121 6593
      The Environment Agency Team

      Capita
      11b Lingfield Point
      Darlington
      DL1 1AX

Ask us a question here

Internal Dispute Resolution Procedure

We want to provide an answer to your complaint that you are happy with. If you still think there is a problem after we have 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. Below is a brief description of the stages that must be followed if you are considering taking your complaint further.

For an in depth description of the IDRP please click here.

Stage 1

If you are at all unhappy with the decision made by Capita, your employer, or in-house AVC providers you may contact the Head of Pension Fund Management (the Specified Person) within 6 months of being told the decision you have complained about.

In order to refer your complaint to the Specified Person you must complete the application form and send it to:

 

Deputy Director Head of Pension Fund Management
The Environment Agency
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 are unhappy with the decision made by the Deputy Director Head of Pension Fund Management 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 Chairman of the Pensions Committee   

In order to refer your complaint to the Administering Authority Representative you must complete the application form and send it to:

  Chairman of the Pensions Committee
C/o Pension Fund Management
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).

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.

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 three years of the event which you’re complaining, or within three years of when you become aware of the problem. Please note that they cannot investigate matters where legal proceedings have already started.

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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