Complaints and dispute resolution
Find out what to do if you wish to make a complaint.The MNOPF Trustee Board aims to provide you with the highest standards of service, but there may be times when you, or your beneficiaries, are unhappy about something. Most queries can be sorted out informally, by contacting myMNOPFpension. If, however, you are not happy with the response, or you are dissatisfied with the way it has been handled, you should write, in the first instance, to the person at myMNOPFpension who has been dealing with your case, saying why you are not happy with the way in which your case has been handled.
Internal Dispute Resolution Procedure (IDRP)
Stage 1If, after writing to myMNOPFpension, you are not happy with the reply and wish to take the matter further, you should ask for a Stage 1 Dispute Resolution Application Form from:
MNOPF Trustees Limited,
The Beehive, City Place,
West Sussex, RH6 0PA.
When the form arrives, you should complete it as fully as possible and return it to the MNOPF Executive Team at the address above.
You will be advised when the form has arrived and may be asked for any further facts, if required. Once all the facts have been obtained that are needed to deal with your complaint, you will receive a reply. In most cases you will receive a decision about your complaint within two months from the date the Form is received. If this is not possible (for example, if more information is needed from you in order to investigate the complaint), you will be notified within the two month period of the reason for the delay and the expected date of the decision.
If the MNOPF Executive Team thinks that the issue you have raised is one which should be considered by the Trustee Board, then you will be advised that your complaint has been passed to them and when you can expect a reply. You will then enter Stage 2 of the Procedure.
If the MNOPF Executive Team has not referred your case to the Trustee Board and you are not happy with the Stage 1 reply, you can ask for your complaint to be considered by the Trustee Board. To do this, you should write to MNOPF Trustees Limited, at the address above, requesting a Dispute Resolution Application Form (Stage 2). You should complete it as fully as possible and return it to the MNOPF Executive Team within 6 months of the date you received the reply under Stage 1.
You will be advised when the form has arrived. When the Trustee Board will be able to consider your case depends on the dates of their meetings, however you will be advised when this is likely to be.
Outside helpIf your problem cannot be resolved by myMNOPFpension, your employer or the Trustee Board, you can at any time contact The Pensions Ombudsman.
The Pensions OmbudsmanYou have the right to refer your complaint to the Pensions Ombudsman who may investigate and determine any complaint or dispute of fact or law in relation to the scheme. The Pensions Ombudsman can be contacted at:
The Pensions Ombudsman
10 South Colonnade,
Telephone: 0800 917 4487