Resolving Problems
The Trustee aims to manage the Kingfisher Pension Scheme (KPS) to high standards but there may be times when you have a query or complaint about your pension or the KPS in general. This can usually be sorted out quickly and informally by one of our administrators.
But if you’re not satisfied with the answers you get you can take your complaint further through a more formal process called the Internal Dispute Resolution Procedure – or IDRP for short.
What is the Early Resolution Service (ERS)?
The ERS provides an informal and streamlined approach to dispute resolution. It relies on the
willingness of all parties to resolve a complaint informally and is run on the basis of consent and
cooperation.
The Early Resolution Team is made up of staff and volunteers. All the volunteers are pension
professionals with many years of pension experience. Staff and volunteers (“caseworkers”)
will consider the issues without taking sides,
Contact:
0800 917 4487 Overseas: +44 (0) 207 630 2200
Phone lines are open from 10.00am to 2.00pm Monday to Friday.
Email at: enquiries@pensions-ombudsman.org.uk
If you are contacting ERS to submit a complaint, please visit 'Submit a complaint' page.
The Pensions Ombudsman can investigate complaints about pension schemes referred to them. The Pensions Ombudsman normally insists that the matter is first dealt with through the pension scheme’s own internal dispute resolution procedure.
If you have a complaint or dispute that can’t be resolved by the IDRP or by the Early Resolution Service you can refer it to the Pensions Ombudsman at:
0800 917 4487 Overseas: +44 (0) 207 630 2200
Phone lines are open from 10.00am to 2.00pm Monday to Friday.
Email at: enquiries@pensions-ombudsman.org.uk
If you are contacting ERS to submit a complaint, please visit 'Submit a complaint' page.
Website: www.pensions-ombudsman.org.uk