INTERNAL DISPUTE RESOLUTION PROCEDURE

Transcription

1 1 INTERNAL DISPUTE RESOLUTION PROCEDURE Procedure for Resolving Disputes with the Trustees of Pace Introduction 1.1 PACE Trustees Ltd ( Pace Trustees ) is the Trustee of Pace and has set up the following procedures to resolve disagreements about matters relating to Pace. Initial Disagreement 1.2 Any disagreement with a decision or action of the Co-operative Group Pensions Department or Pace Trustees should initially be raised with the Member Services Manager at the address below. The Member Services Manager will investigate and respond in writing within one calendar month of the date that all relevant details of the complaint have been received. Stage 1 of the Internal Dispute Resolution Procedure 2.1 If the Complainant remains dissatisfied with the response received from the Member Services Manager, the Complainant should write to the Director of Group Pensions ( Director ) at the address below, requesting that the dispute be progressed through Pace Trustees formal two-stage Internal Dispute Resolution Procedure. 2.2 For this purpose, a Stage 1 Dispute Form will be sent to the Complainant within fourteen days of receipt of the request. The Complainant should fill in and return this form. 2.3 Receipt of the completed Stage 1 Dispute Form will be acknowledged within seven working days of the date the form is received by Co-operative Group Pensions Department. 2.4 The dispute will be considered by the Director and a decision will be made within four months of receipt of the completed Stage 1 Dispute Form. The Director will notify the Complainant of the decision made within fifteen working days of the date of the decision. If it is not possible to meet these timescales, an interim reply will be sent stating the reason for the delay and the expected date of decision.

2 2 Stage 2 of the Internal Dispute Resolution Procedure 3.1 If the Complainant disputes the Stage 1 decision, the Complainant should write to the Director within six months of receiving the Stage 1 decision, requesting that the dispute be progressed to the second stage of the Internal Dispute Resolution Procedure. 3.2 For this purpose, a Stage 2 Dispute Form will be sent to the Complainant within fourteen days of receipt of the request. The Complainant should fill in and return this form, setting out the reasons for being dissatisfied with the Stage 1 decision. 3.3 Receipt of the completed Stage 2 Dispute Form will be acknowledged within seven working days of the date the form is received by Co-operative Group Pensions Department. 3.4 The dispute, including the completed Stage 2 Dispute Form, will be considered by the Pace Trustees and a decision will be made within four months of receipt of the completed Stage 2 Dispute Form. The Director will notify the Complainant of the decision made within fifteen working days of the date of the decision. If it is not possible to meet these timescales, an interim reply will be sent stating the reason for the delay and the expected date of decision. The Pensions Advisory Service / Ombudsman 4.1 The Pensions Advisory Service (TPAS) is an independent organisation which is available at any time to assist members and beneficiaries of pension schemes with difficulties which they may have failed to resolve directly with the relevant scheme s trustee. 4.2 In addition, if a dispute has been taken through both stages of the trustee s internal dispute resolution procedure and the Complainant remains dissatisfied, he/she may refer the matter to the Pensions Ombudsman. Application of the Internal Dispute Resolution Procedure 5.1 The Internal Disputes Resolution Procedure applies to:- Active, deferred and pensioner members of Pace; The widow, widower, civil partner or other surviving dependants or potential beneficiaries of a deceased member; Prospective Pace members; A person who, on a member s death, is entitled to scheme benefits but who is not financially dependent on the member; Any person who ceases to be in one of the above categories, if that person s application under the Internal Dispute Resolution Procedure is made within six months after ceasing to be in one of the above categories; and Any person claiming to be in one of the above categories.

3 3 An application under the Internal Dispute Resolution Procedure must be made in writing by either the Complainant or the Complainant s representative. Where the Complainant has died, is a minor or is incapable of acting for himself/herself, the application must be made in writing by a representative. Contact Details The Member Services Manager, Director of Pensions and Pace Trustees can all be contacted at: Group Pensions Department Department Angel Square Manchester M60 0AG The Pensions Advisory Service and the Pensions Ombudsman can both be contacted at: 11 Belgrave Road London SW1V 1RB

4 4 INTERNAL DISPUTE RESOLUTION PROCEDURE STAGE 1 DISPUTE FORM 1. YOUR PERSONAL DETAILS: Full Name: Date of Birth:. Address: N.I. No:. Pension No:. 2. DETAILS OF ANYONE REPRESENTING YOU: Full Name: Address: Is this the address to be used for correspondence in connection with the claim? NO / YES (Delete as appropriate) 3. IF THE SCHEME MEMBER HAS DIED PLEASE STATE: Your relationship to the Scheme Member: The Scheme Member s Personal Details: Full Name: Date of Birth:.. Address: N.I. No:.. Pension No:..

5 5 4. PLEASE SET OUT FULL DETAILS OF YOUR COMPLAINT BELOW AND PROVIDE, WHERE APPROPRIATE, ANY DOCUMENTARY EVIDENCE/CORRESPONDENCE IN SUPPORT OF YOUR COMPLAINT (Please continue on the reverse side if you need more paper) Signed: Dated Please return this form to: The Director of Group Pensions, The Co-operative Group Pensions Department, Department 10406, 1 Angel Square, Manchester, M60 0AG

6 6 INTERNAL DISPUTE RESOLUTION PROCEDURE STAGE 2 DISPUTE FORM (APPEAL TO THE PACE TRUSTEES) You may fill in this form if: 1. You have received a written response to your complaint under Stage 1 of the Trustee s Internal Dispute Resolution Procedure, 2. You disagree with the decision made at Stage 1, and 3. You wish the Trustee board to reconsider the decision taken at Stage 1. I WOULD LIKE THE PACE TRUSTEE TO RECONSIDER THE DECISION TAKEN UNDER STAGE 1 OF THE INTERNAL DISPUTE RESOLUTION PROCEDURE. Please set out below the reasons why you disagree with the written decision you have received at Stage 1 of the Internal Dispute Resolution Procedure. Also, if you have any additional supporting documentation that you did not provide at Stage 1, please include with this form. Note: you do not need to set out your original complaint again as all the documentation available at Stage 1 to the decision-maker, including the decision itself, will be provided to the Trustee automatically. Instead, you should focus on why you disagree with the Stage 1 decision. (Please continue on the reverse side if you require more paper) Signed: Dated Please return this form to: The Director of Group Pensions, The Co-operative Group Pensions Department, Department 10406, 1 Angel Square, Manchester, M60 0AG.