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Customer Charter

Are you receiving the best customer service?

Customer care is at the centre of our operations, and we take complaints seriously. If you're unhappy with a decision or our service has not met your expectations. You can let us know via the post or email.

Please make sure to include the following details:

your full name
your postal address
your email address
your national insurance number or pension number (if known)

Please send your complaint to:

LPP Engagement Team

Local Pensions Partnership

2nd Floor 

169 Union Street



or via email to: Engagement@localpensionspartnership.org.uk


Internal Disputes Resolution Procedure

In the first instance please write to Taryn Mutter, Pensions Service Delivery Manager, LPP Hertfordshire Pension Team, Hertfordshire County Council, Post Point CHO 033, County Hall, Pegs Lane, Hertford, SG13 8DQ. Taryn will arrange for further information to be sent to you. Any complaint should be made within 28 days.

For further information, please see the Internal Dispute Resolution Procedure (IDRP).


Pensions Ombudsman

The Pensions Ombudsman carries out two roles in complaints and dispute resolution.

The Pensions Ombudsman’s Dispute Resolution Team will assist with dispute resolution where members or beneficiaries cannot resolve with their scheme administrators.

In cases where a complaint or dispute cannot be resolved after the intervention of the Disputes Resolution Team, an application can be made, within three years of the event, to the Pensions Ombudsman’s Legal Team for an adjudication. The Ombudsman can investigate and determine any complaint or dispute involving maladministration of the Scheme or matters of fact or law and his or her decision is final and binding. Matters where legal proceedings have already started cannot be investigated.

The Pensions Ombudsman can be contacted at:

10 South Colonnade, Canary Wharf, London, E14 4PU

Telephone - 0800 917 4487

Email: enquiries@pensions-ombudsman.org.uk

Website - https://www.pensions-ombudsman.org.uk/


The Pensions Regulator

The Pensions Regulator has powers to protect members of work-based pension schemes and a wide range of powers to help put matters right, where needed. In extreme cases, the regulator is able to fine trustees or employers, and remove trustees from a scheme.

You can contact the Pensions Regulator at:

Napier House, Trafalgar Place, Brighton, BN1 4DW 

Telephone 0870 6063636

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