Overseas Pensions Department Complaints Procedure

30 May 2008

If you are unhappy with our service

DFID's Overseas Pensions Department (OPD) operates a system to ensure that all complaints are dealt with fairly and consistently, and that they are properly recorded.

If you think that our service has not been as good as it should, please let us know. Comments on our service are always appreciated, and are useful in identifying those systems or procedures which can be improved so as to provide you with a better service.

Most problems can usually be settled quickly and satisfactorily with the relevant OPD section dealing with your case. However, if your complaint is of a more serious or complex nature you can write to our Complaints Officer at:

Room AH 600E
Overseas Pensions Department
DFID
Abercrombie House
Eaglesham Road
East Kilbride
Glasgow
G75 8EA

Your letter must include details of the disagreement or complaint, your full name, address, date of birth, and pension reference number. If a relative or other representative is acting on your behalf they must provide their full name, address and profession or relationship to you.

The Complaints Officer will arrange for a full investigation to be carried out and his reply should issue within two weeks. Where this is not possible he will issue an interim reply telling you when you can expect his decision.

This will normally be within five weeks. The Complaints Officer's reply will be regarded as a first stage decision under our Internal Dispute Resolution Procedure.

If you are not satisfied with the Complaints Officer's decision you may appeal by writing to the Head of OPD:

Peter Brough
Head, Overseas Pensions Department
DFID
Abercrombie House
Eaglesham Road
East Kilbride
Glasgow G75 8EA

Any such appeal must be made within six months of the date on which the Complaints Officer issued his decision and state clearly the reason why you are dissatisfied with it. His reply should issue within one week. Again, where this is not possible, an interim reply will be issued telling you when his decision can be expected.

A reply from the Head of Overseas Pensions Department to any complaint referred to him will issue in his capacity as the Pensions Scheme Manager. Any such reply will be regarded as Overseas Pensions Department's final second stage decision. It will normally include reference to the relevant scheme rules or other documentation which apply to the matter in dispute.

His reply will also state whether and to what extent, any earlier decision has been replaced or amended. It will also remind complainants of the availability of the The Pensions Advisory Service (TPAS) and the Pensions Ombudsman etc (see below).

The time limits mentioned above regarding replies from the Complaints Officer and Head of Overseas Pensions Department, are based on Overseas Pensions Department's normal targets for replies to correspondence. However, the relevant legislation does in fact allow at least two months for each stage. Overseas Pensions Department would always endeavour to reply as quickly as possible, but some cases might need a little longer, especially if we have to consult overseas governments or seek legal advice.

This procedure may seem a bit ponderous but it has been designed to cover the requirements of the Pension Act 1995 relating to Internal Dispute Resolution Procedures.