Internal dispute resolution (IDR) procedures

Sections 50, 50A and 50B of the Pensions Act 1995 (as inserted by the Pensions Act 2004) and the Occupational Pension Schemes...

What should I do if a member has a complaint about their pension?

A member may approach you if they are unhappy about something to do with their pension. If it is not a straightforward...

How does the Scheme Administrator (MyCSP) deal with complaints?

If a member speaks to the Scheme Administrator and raises a concern, but doesn’t yet...

What is the internal dispute resolution (IDR) process?

This is the scheme’s procedure for resolving member disputes.

What happens in the Internal Dispute Resolution (IDR) process?

The IDR process is designed to allow a full investigation to take place, and to give those who are...

What does the Internal Dispute Resolution (IDR) procedure cover?

The IDR procedure covers any disagreement under the Civil Service pension arrangements...

Who can appeal under Internal Dispute Resolution (IDR) procedure?

The person complaining must be someone who has an interest, or believes they have an interest...

What can the Internal Dispute Resolution (IDR) complaint be about?

There are no set definitions that limit what an IDR can be about, and there is no exhaustive list. Broadly speaking...

What is an employer’s role in the Internal Dispute Resolution (IDR) process?

Your role in the IDR process is crucial to ensure the investigation is fair...

Are Internal Dispute Resolution (IDR) decisions binding on employers?

At complaint stage, the Scheme Administrator will try to resolve the member’s concerns...

What action does an employer need to take after an Internal Dispute Resolution (IDR) decision?

Regardless of whether the complaint is upheld, upheld in part, or not upheld...

Are there any deadlines for employers for Internal Dispute Resolution’s (IDR)s?

Employers will have ten working days to respond to a Complaint Request Form during...

How long does a complaint or Internal Dispute Resolution (IDR) take?

The length of time taken to investigate a complaint or IDR can depend on a number of things, including...

Money and Pensions Service (MAPS)

If members have general requests for information or guidance...

The Pensions Ombudsman (TPO)

If the member is unhappy with the response they receive at Stage 2 of the...

Further information

There is also information in the member’s section...

Forms

Annexes

Published:
5 January 2022
Last updated:
28 January 2022