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Verity House,

6 Canal Wharf

Leeds LS11 5BQ

0113 234 5500 Show on map

London

2 Crown Court,

4th Floor Cheyne House

London EC2V 6JP

0207 618 1050 Show on map

Complaints procedure

  • Members+-

    If you have a problem or complaint in connection with your pension please contact us as soon as possible so that we can look to help. 

    If we cannot resolve your issue, please email, call or write to one of the Managers listed below providing details of your problem:

    For any Defined Contribution (DC) scheme:

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

    Email: TPTenquiries@mercer.com

    For any Defined Benefit (DB) scheme:

    Matthew Doggett
    Executive Administration Manager
    TPT Retirement Solutions
    Verity House
    6 Canal Wharf
    Leeds, LS11 5BQ

    Email: matthew.doggett@tpt.org.uk

    If after you receive a response from the manager you are still unhappy, you may follow the formal two-stage complaints procedure which is summarised below:

    Stage One:
    You can write in (making sure your correspondence is headed ‘Formal Complaint’) to:

    Karen Parry
    Trustee Services Director
    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.

    You can also get help with your complaint from The Pensions Advisory Service (TPAS).

    Stage Two:
    If you remain unhappy with the formal resolution of the Head 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 months.

    Further help:

    The Pensions Advisory Service (TPAS)
    TPAS is an independent non-profit organisation that provides free information, advice and guidance. TPAS will help members and potential benefit recipients with any queries they have not been able to resolve with the administrators or the Trustees of a pension scheme. The service is available at any time to help resolve your complaint.

    The Pensions Advisory Service
    11 Belgrave Road
    London 
    SWIV IRB

    Tel: 0800 011 3797
    www.thepensionsadvisoryservice.org.uk

    The Pensions Ombudsman
    If TPAS is unable to resolve a complaint and believes there is a genuine problem, it will assist you in making a submission to 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

  • Employers+-

    If you have a problem or complaint in connection with the pension scheme or its administration, we would ask that you speak to your regular contact at TPT Retirement Solutions as soon as possible so that we can look to resolve the matter with you.

    If we are unable to resolve your issue you will need to write to the Employer Relationship Team Manager at TPT providing details:

    Employer Relationship Team Manager
    TPT Retirement Solutions
    Verity House
    6 Canal Wharf
    Leeds, LS11 5BQ

    Email: employerrelations@tpt.org.uk

    If you feel that the Employer Relationship Team Manager has not resolved your problem and you remain dissatisfied, you may follow the formal two-stage complaints procedure.

    Stage one

    You can write to (making sure your correspondence is headed ‘Formal Complaint’):

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

    Email: karen.parry@tpt.org.uk

    Please provide your name, employer number and as much detail about the reason for your complaint as possible. A decision should be given to you within two months.

    Stage two

    If you remain unhappy with the formal resolution of the Head 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 months.