Solving Problems & Complaints

If you’re not happy with something, we’d really like to talk to you about this first of all. You can find out how to get in touch with us here.

If, after you’ve spoken to us, your issue is still not resolved you can Contact TPT online or write to us:

TPT Administration
TPT Post Handling Team
Post Handling Centre
St James’s Tower
Manchester
M1 4DZ

If after you receive a response you’re still unhappy, you may follow the formal two-stage complaints procedure which is summarised below.

Stage One:

Write to (making sure your letter or email is headed ‘Formal Complaint’):

Karen Parry
Director of Trustee Services
TPT Retirement Solutions
Verity House
6 Canal Wharf
Leeds, LS11 5BQ

Email: karen.parry@tpt.org.uk

Please provide your name, membership number and as much detail about the reason for your complaint as possible. This is the first stage of the Pensions Act’s dispute procedures and is your legal right. A decision regarding your complaint should be given to you within two months of receipt of your email or letter.

Stage Two:

If you remain unhappy with the formal resolution of the Director of Trustee Services, you have the right to appeal within six months to the Trustee. An appeal must be made in writing and must state the reasons for being dissatisfied with the previous decision. A decision from the Trustee should be given within two month.

Further help

The Pensions Ombudsman – Early Resolution Team

You can also get help with your complaint from The Pensions Ombudsman’s Early Resolution Team who will help you and member beneficiaries with any queries that have not been resolved with the administrators or the Trustees of the pension scheme.

The service is available at any time to help resolve your complaint, and is free of charge.

The Pensions Ombudsman’s Early Resolution Team
10 South Colonnade
Canary Wharf 
E14 4PU

Tel: 0800 917 4487

Email: helpline@pensions-ombudsman.org.uk

The Pensions Ombudsman

The Ombudsman is appointed to deal with complaints against, and disputes with, occupational and personal pension schemes. The Ombudsman is completely independent and acts as an impartial adjudicator, and may investigate and determine any complaint or dispute of fact or law in relation to a scheme. The Ombudsman will not normally consider any complaint until the internal dispute procedure is completed and TPAS has been involved.

The Pensions Ombudsman
11 Belgrave Road
London
SWIV IRB

Tel: 020 7630 2200

www.pensions-ombudsman.org.uk

Not registered yet?

If you haven't registered for your Retirement Savings Account yet, click here to find out how you can do it