The Trustee aims to manage the 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 the Group Pensions Department.
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.
This summary is available on request from the Group Pensions Department, together with all our IDRP application forms.
The first step is to fill in a Stage 1 form and return it to the Group Pensions Department. We’ll consider your complaint and give you an answer, usually within 10 working days.
If you’re not happy with our decision you can take your complaint to Stage 2 of the IDRP and appeal to the Trustee to consider your complaint. The Trustee will usually reply within 2 months.
If you are still not satisfied you can approach The Pensions Advisory Service or the Pensions Ombudsman although you are usually recommended to go through The Pensions Advisory Service before approaching the Ombudsman.