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Customer Charter

Customer Care

If you are in any doubt about your benefit entitlements, or have a problem or question about your LGPS membership or benefits, please contact the Hertfordshire Pensions Team. They will seek to clarify or put right any misunderstandings or inaccuracies as quickly and efficiently as possible.



If you feel the need to make a complaint about the service you receive, please contact Taryn Mutter, Head of Client Delivery at Hertfordshire County Council, Post Point CHO 033, County Hall, Pegs Lane, Hertford, SG13 8DQ.

If you are still dissatisfied with any decision made in relation to the Scheme you have the right to have your complaint independently reviewed under the Internal Disputes Resolution Procedure and, as the scheme is well regulated, there are also a number of other regulatory bodies that may be able to assist you. The various procedures and bodies are:


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 (formerly under The Pensions Advisory Service - TPAS) 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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