This is a two stage resolution process called the Internal Dispute Resolution (IDR) procedure. It is a statutory process that all occupational pension schemes must have in place.
The regulatory requirements for dispute resolution arrangements can be found in the following:
Sections 50, 50A and 50B of the Pensions Act 1995, as inserted by the Pensions Act 2004 (as amended)
The Occupational Pension Schemes (Internal Dispute Resolution Procedures Consequential and Miscellaneous Amendments) Regulations 2008
Frequently asked questions
The IDR procedure can investigate any disagreement relating to the Civil Service Pension and benefit arrangements including;
The Principal Civil Service Pension Scheme (PCSPS) which includes classic , classic plus, premium and nuvos.
alpha
Civil Service Additional Voluntary Contribution Scheme
in limited circumstances, the partnership pension account. You should refer to your provider’s complaint process in the first instance.
Civil Service Compensation Scheme
Civil Service Injury Benefit Scheme
The IDR process can be used by the following people:
current members of the scheme
former members who have a deferred benefit in the scheme
anyone receiving a pension from the scheme
widows, widowers, surviving civil partners, including pensioners or dependants of deceased members
a surviving non-dependant beneficiary of a deceased member of the scheme
a prospective member of the scheme
anyone who claims to be in one of the above categories and the dispute relates to whether the individual is such a person
Stage 1 - The Scheme Manager has arranged for My CSP to complete the investigation at Stage 1.
Stage 2 – Cabinet Office will complete the investigation. Cabinet Office acts as scheme manager on behalf of the Minister for the Civil Service.
You can submit an application by completing the IDR Stage 1 application form which can be requested from MyCSP. You should include all relevant information and say how you would like your dispute to be resolved.
When you have completed the form you should send it to the following address along with all supporting documentation:
MyCSP PO BOX 2017 Liverpool L69 2BU
Please note: an IDR Stage 1 appeal should be raised within three years of when the issue(s) occurred, or within three years of you being aware of it. The timescale may be extended in exceptional circumstances.
You can submit an application by completing the IDR Stage 2 application form which was issued with your IDR Stage 1 determination. You should include all relevant information and say why you disagree with the Stage 1 decision and how you would like your dispute to be resolved.
When you have completed the form you should send it to the following address along with all supporting documentation:
MyCSP PO BOX 2017 Liverpool L69 2BU
MyCSP will forward your application to Cabinet Office with the relevant supporting information.
The Pensions Regulator expects that decisions will be made on a dispute raised through the IDR process within four months of the application being received. This applies to each stage of the process separately.
However, we aim to complete Stage 1 of the IDR process within two months of the application being received. Due to the complex nature of pensions, in some cases the investigation may take longer. If any delays are expected we will keep you informed of the progress of your case, the reason for the delay and the expected date that the determination will be issued.
The Stage 2 process is likely to take 4 months to be completed.
We will review your application upon receipt to ensure that we are able to address your concerns under IDR procedures. If we are unable to accept your appeal, we will contact you to advise why.
If we are able to accept your appeal, we will issue an acknowledgement within 2 working days of receiving your application.
We will review your application to determine if any further information is required from you, your employer or a third party. If we need further details we will contact you or the relevant third party to ask for them.
Once we have all the information we need we will investigate the issues you have raised, review all the relevant documentation and issue a determination. The determination will set out if your complaint has been upheld, partially upheld or not upheld and will set out the reasons for the decision. It will tell you about the next steps you can take.
MyCSP (Stage 1) or Cabinet Office (Stage 2) will review all of the evidence and information relevant to your complaint, and will prepare a determination setting out the findings of their investigation. The determination will cover all aspects raised in your application, include the relevant sections from the scheme regulations and set out the material facts in your case. The determination will also tell you if your complaint has been upheld, partially upheld or not upheld and explain the reasons for the decision.
Yes.
If you have additional evidence to support your position that has not been considered in the Stage 1 determination you can send the additional information to MyCSP. MyCSP will review the additional information that you submit and confirm if the original decision is changed in any way.
If you do not agree with the first stage decision you can appeal to Cabinet Office acting for the Scheme Manager, for a second stage decision. You can find out how to apply for a Stage 2 decision in the above questions.
MyCSP will acknowledge your Stage 2 application within 2 working days.
My CSP will send your Stage 2 application with relevant supporting information to the Cabinet Office.
Cabinet Office will acknowledge receipt of your application, confirm the investigation has commenced and advise when you can expect to receive your Stage 2 decision.
If you have received a decision under Stage 1 and Stage 2 of the IDR process and feel your complaint remains unresolved, you can appeal to the Pensions Ombudsman. You should complete the application on The Pensions Ombudsman website at www.pensions-ombudsman.org.uk.
