Internal Dispute Resolution Process

Pensions legislation requires that all pension schemes have a formal internal dispute resolution procedure in place allowing members, prospective members, beneficiaries and contingent beneficiaries an avenue for complaint.

We hope that members and beneficiaries will always be pleased with the service provided by the ITB Pension Funds’ Office and that no one has reason to complain.

However, if a problem does arise that is not resolved by the ITB Pension Funds’ Office, you can obtain a copy of the formal Internal Disputes Resolution Procedure from: The Chief Executive, The ITB Pension Funds, 23 King Street, Watford, WD18 0BJ.

The Pensions Ombudsman

If you are unable to resolve your dispute using the Internal Dispute Resolution procedure, and normally only after having sought the assistance of TPAS, an application can be made to the Pensions Ombudsman for adjudication.

The Pensions Ombudsman’s role and powers have been decided by Parliament, and is appointed by the Secretary of State for Work and Pensions. They are completely independent and available to investigate and determine any complaints or disputes of fact or law in relation to an occupational pension scheme. They do not charge for this service.

The Pensions Ombudsman’s decision is final and binding on all the parties to the complaint or dispute. It can be enforced in the Courts. Their decision can only be changed by appealing to the appropriate court on a point of law.

The Pensions Ombudsman’s address is : 10 South Colonnade, Canary Wharf, E14 4PU or website: https://www.pensions-ombudsman.org.uk/