Helping you settle any concerns

If you’re unhappy with our service, we will listen and deal with your concerns fairly and promptly.

Where to go for help

Internal Dispute Resolution Procedure

We expect to be able to resolve any concerns informally through our UK-based telephone helpline. If, after speaking to a member of the team and going through our internal process to raise any concerns, you still feel the matter has not been resolved satisfactorily, you can use our Internal Dispute Resolution Procedure (IDRP).

This is a normally a formal two-stage process and is available to you if a complaint becomes a dispute that needs to be resolved.

If you wish to use the IDRP, you can contact our Customer Service Manager to request a form.

The Pensions Advisory Service

The Pensions Advisory Service (TPAS) is an independent organisation providing free advice to pension scheme members and their beneficiaries.

You can contact TPAS at any point with pension questions or issues you’ve been unable to resolve with the trustee of the scheme or during the IDRP.

The Pensions Advisory Service, 11 Belgrave Road, London SW1V 1RB www.pensionsadvisoryservice.org.uk

The Pensions Ombudsman

Where disputes remain unresolved after the involvement of TPAS, they can be referred to the Pensions Ombudsman who may investigate and determine any complaint or dispute in fact or law in relation to a pension scheme.

You can make an application online »

The Pensions Ombudsman, 11 Belgrave Road, London SW1V 1RB www.pensions-ombudsman.org.uk

The Pensions Regulator

The Pensions Regulator may intervene in the running of the schemes where trustees, employers or professional advisers have failed in their duties.

The Pensions Regulator, Napier House, Trafalgar Place, Brighton BN1 4DW www.thepensionsregulator.gov.uk

Privacy notice

B&CE Financial Services (B&CE) and its associated companies (including The People’s Pension Trustee Limited) collect and use personal information about their scheme members. All personal data is held and processed in accordance with The Data Protection Act 1998.

How we use the information we collect

This information is used for the purposes of:

  • providing and servicing your policies or other benefit entitlements
  • providing you with information about products and services we offer
  • complying with legal and regulatory requirements.
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