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Complaints about Pensions

1. Contact us - Pensions

Updating your contact details

It is easy, secure and convenient for all scheme members to update their address and expression of wish death grant nominations online, by logging on to my pension online.  

If you would prefer to contact us, please note:

  • Deferred and Pensioner Members should make address changes by logging into their pension account, or in writing to us. If we have lost touch with you, we may also ask for further proof of your address and identification. 
  • Pensioner bank details can only be changed in writing. This can be done by letter or by completing our change of bank details form.
  • Active/contributing members can change their address by telephone, email or by logging in to their pension account.
  • For all members, changes in marital status need to be accompanied by a clear photocopy of the marriage certificate, civil partnership certificate or decree absolute to authorise the change.

When writing to us, please include your full name, date of birth and national insurance or payroll number and remember to sign your letter.

 

Complaints

We always welcome the opportunity to resolve any problem in an informal way. If you have a problem with your pension benefits, please contact us using our main contact details at the end of this page and we will do our best to resolve it.

Official complaints in the Local Government Pensions Scheme (LGPS) must follow a set procedure under the regulations. You can find out more about how this procedure works on our complaints webpage.

 

Send us a compliment or comment

If you have any comments, suggestions or compliments, email pension.feedback@buckinghamshire.gov.uk.

This mailbox is for feedback only. For requests, please use the contact details below.

 

Problems accessing ‘my pension online’

If you need any support logging into ‘my pension online’, our secure self-service portal, we are happy to assist. Please contact: mypensiononline@buckinghamshire.gov.uk

 

If you have a query about your pension

If you have a question about your pension benefits, email pensions@buckinghamshire.gov.uk or call our helpline on 01296 383 755. (open Monday-Thursday 9am to 5:30pm and Friday 9am to 5pm)

Pensions & Investments Team
Buckinghamshire Council
Walton Street Offices
Walton Street
Aylesbury
HP20 1UD

We also hold regular member surgeries where you can talk one to one with a pensions officer. Please see our member surgery webpage for further information.

2. Complaints about Pensions

While we aim to do things accurately and within the timescales given, we recognise that sometimes things can go wrong.  

If you feel we have let you down or failed to live up to your expectations, please contact us and we will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible. We will always do our best to resolve the matter as quickly as possible.

If you are still dissatisfied with any decision made in relation to the Scheme you have the right to have your complaint independently reviewed under the Internal Disputes Procedure.

 

LGPS  rules for settling disputes

Our internal dispute resolution procedure guidance can be downloaded below.

Disclaimer: The guide does not cover every aspect and is not an interpretation of the scheme regulations. In the event of any unintentional differences, the scheme regulations will prevail. The guide does not confer any contractual or statutory rights.

 

Downloads

Employee's Guide to the Internal Dispute Resolution Procedure PDF, 336KB

3. Customer charter

We strive to give our scheme members and employers an efficient administration service providing clear and concise high quality information.

If we are unable to deal with your enquiry within the times quoted we will keep you fully updated of our progress.

Turnaround times start from the date all necessary information is received.

Response times
Action Time  Action  Time

Letter answered or acknowledged

10 working days Transfer out - issue of quotation 10 working days
Lump sum retirement payments 5 working days Transfer out - payment made 10 working days
Notifications to new pensioners 5 working days

Preserved benefits - notification

10 working days
Death benefits - notification of details 5 working days Refunds of contributions 10 working days
Death grant payments 5 working days Additional contributions 10 working days
Transfer in - quotation of service credit 1 month - -