Complaints FAQs

How do I complain?

You can do this in the following ways:

  • by email to: contactcentre@mycsp.co.uk for the attention of the complaints manager
  • in writing to: MyCSP, PO Box 2017, Liverpool, L69 2BU, marked for the attention of the complaints manager 
  • by telephone: 0300 123 6666

Please note: If you choose to email us you accept the risk associated with emailing personal information.

What information do I need to include?

So that we can investigate your complaint as quickly as possible you should include the following details:

  • your full name, address and contact details
  • your date of birth and pension member number 
  • full details of your complaint
  • how you would like the complaint to be resolved
  • photocopies of any documents supporting your complaint

What will happen next?

We will do everything we can to resolve your complaint as quickly as possible including:

  • we will acknowledge your complaint within 2 working days
  • we will assign a dedicated member of the customer service team to manage your complaint 
  • we will provide a full response to your complaint, or an update on progress within 20 working days
  • we will continue to manage your complaint and update you on progress until your issues have been resolved

Which complaints can you deal with?

We can deal with any complaint about the way in which we have carried out, or failed to carry out, our role. This can include, for example, complaints about mistakes, misunderstandings, lack of information or delays.

Which complaints can’t you help me with?

Examples of those we cannot deal with are listed below:

  • employment issues – you should contact your employer in the usual way
  • Government legislation, regulation or pension policy – you should contact publiccorrespondence@cabinetoffice.gov.uk
  • proceedings that have begun in a court or tribunal about the same disagreement
  • a complaint that the Pensions Ombudsman has agreed to investigate
  • State benefits – you should contact DWP
  • Your own personal tax issues – you should contact HMRC
  • Scheme Medical Adviser – you should complete the Med 9 form on the Civil Service Pension scheme website

What if I remain dissatisfied?

We aim to resolve your complaint.  However, you have the right to refer a complaint to The Pensions Ombudsman Early Resolution Team free of charge at any stage. If you need help raising your concerns, or just to discuss a potential complaint with a member of the team, you can contact The Pensions Ombudsman as below:

The Pensions Ombudsman

Tel: 0800 917 4487

Email: enquiries@pensions-ombudsman.org.uk

Website: www.pensions-ombudsman.org.uk

The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes.

You can submit a complaint form online:

www.pensions-ombudsman.org.uk/our-service/make-a-complaint/   

Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of you becoming aware of the event. There is discretion for those time limits to be extended.

If you have general requests for information or guidance concerning your pension arrangements contact:

The Pensions Advisory Service

11 Belgrave Road, London, SW1V 1RB

Tel: 0800 011 3797

Website: www.pensionsadvisoryservice.org.uk/

If your dispute remains unresolved, you can use the two stage Internal Dispute Resolution (IDR) procedure, which is a statutory process that all occupational pension schemes must have in place. Full details of the IDR procedure can be found here.