9.1.9 Your role in the IDR process is crucial to ensure the investigation is fair and reaches the right outcome. You will have access to the information and evidence the Scheme Administrator (MyCSP) needs to ensure they understand exactly what has happened. In most cases, you will also be given the opportunity to tell the Scheme Administrator your views of the situation, which will be considered before reaching an outcome.

Some examples of the information you may be asked for by the Scheme Administrator or the Scheme Manager (Cabinet Office) are:

  • copies of correspondence between you and the member;
  • evidence to support the data that’s been provided on the member’s service history;
  • documentation from a member’s HR file or their records;
  • a timeline of your involvement in events such as a retirement, partial retirement or an ill health retirement application.

Each employer must have a nominated complaints contact who will be contacted by the Scheme Administrator or the Scheme Manager in the event of an IDR complaint. You will need to ensure the Scheme Administrator has up to date information on your current nominated complaints contact including:

  • their name;
  • their contact address; and
  • their email and phone number.

The nominated complaints contact will be sent a Complaint Request Form. This will give details of the complaint and copies of any relevant evidence or information that may be helpful for the investigation. The nominated complaints contact will need to complete the form and return this to the Scheme Administrator or the Scheme Manager.

The completed form will need to include the following:

  • your response to the member’s complaint;
  • all documents or information requested;
  • your explanations for any documents or information that cannot be supplied, and
  • any additional evidence you want to be considered.

When the Scheme Administrator or the Scheme Manager request information, they will try and make this as specific as possible and explain why they need this to reach an outcome.

This is to ensure the employer is able to locate exactly what they need and provide any additional evidence you think would contribute to the outcome. If the information is available from different teams within a department, then the nominated complaints contact will need to coordinate getting this information and providing it to the Scheme Administrator or the Scheme Manager.

The required information can be contained in the member’s personal or pension file, so it’s important that thorough searches take place as the information is often crucial to the outcome of a complaint.

Employers have 10 working days to respond to a request for information under IDR. If a response cannot be provided within that timescale, you will need to inform the case handler at the Scheme Administrator or the Scheme Manager of this and provide regular updates.

If you are unable to provide the information that has been requested, it’s important to contact your case handler at the Scheme Administrator or the Scheme Manager to discuss this as soon as possible. They may be able to help you determine if other evidence may be suitable to provide.

If a response is not provided during the investigation, this can affect the outcome of the determination, so it is important you provide any requested information.

If there is no alternative suitable evidence, you will be asked to confirm in writing that the information is unavailable and the steps you have taken to locate this information. EPN551 may apply if the member’s records are missing.

A flow chart explaining the employer’s and the Scheme Administrator’s role in the complaints process is contained in Annex B.

An example of the Complaint Request Form can be found at Annex C.


5 January 2022
Last updated:
28 January 2022