9.1.11 Regardless of whether the complaint is upheld, upheld in part, or not upheld there may be directions that you will need to carry out. You will be told about this in an Employer Feedback Form. The directions will also be in the determination sent to the member, so they know what the next steps are.

You will need to complete the directions as quickly as possible otherwise the member may want to escalate their complaint to Stage 2 or to The Pensions Ombudsman. You will be provided with a timeframe for completing any directions and you must notify the case handler at the Scheme Administrator when these actions have been completed.

A template of the Employer Feedback Form can be viewed at Annex D.


5 January 2022
Last updated:
28 January 2022