Complaints
We are sorry when things go wrong, and we will deal with any complaints we receive quickly and resolve the situation wherever possible. We monitor the levels of complaints we receive on a monthly basis and we will always learn from these and improve the service we provide.
Our complaint processes can be divided into two:
-
the service we have delivered - when something leaves a member unhappy with our service
-
how pension rules were applied - when the complaint needs to be referred to an "appointed person" or to the Scottish Minister through the scheme's Internal Disputes Resolution Procedure.
The number of complaints
we have received has increased over the years. This is not a surprise as we
encourage our members to complain or to tell us when they are not happy as we
can only solve their problem and if necessary amend our processes to avoid
reoccurrence if we know about it.
