Complaints
At LPPA, we take complaints very seriously. If our service has fallen short in any way, we will do everything we can to resolve your issue. Please follow the options below.
Depending on the nature of your complaint, there are two options available to you:
If you wish to make a complaint about LPPA, the first thing to do is complete our online form below, which will allow us to gather all the facts and understand your concerns. This will be reviewed by LPPA’s independent complaints team. If you are not happy with the initial outcome, you will have an opportunity to appeal the decision.
If you wish to make a complaint about the rules or regulations of your pension scheme (for example, your eligibility for a specific benefit), you should follow our Internal Dispute Resolution Process (IDRP). You can do this by downloading the form below and completing the relevant details.
Your complaint will be reviewed independently by LPPA’s internal complaints team (for local government members) or by your employer (for police and firefighter members). And if you are not happy with the initial outcome, you will have an opportunity to appeal the decision.
If you are unhappy with the resolution provided by LPPA, you can raise your complaint independently by contacting:
The Pension Ombudsman Link opens in a new window Money and Pensions Service Link opens in a new window The Pension Regulator Link opens in a new windowPlease note
The Pension Ombudsman (TPO) prefers members to go through the full internal dispute resolution process (IDRP) before contacting them.
Our commitment to you
We will acknowledge your complaint within 5 working days and aim to respond to most complaints within 30 working days. If a resolution is likely to take longer, we will provide you with an update.
