The UKAEA pension schemes are required have in place formal internal disputes resolution (IDR) procedures for dealing with disagreements with scheme members.

The IDR procedures have two distinct levels for dealing with complaints:

First stage:

The right of an individual to receive a written explanation of a decision taken by the Manager, Pensions Administration Office, Thurso in response to a complaint.

Second stage:

The right of appeal to the UKAEA Pensions Manager against the first stage decision.

These arrangements are available to active, deferred and retired Scheme members, dependants of deceased Scheme members, those eligible for membership of the Scheme, and those claiming to fall into one of these categories. An application may be made or continued on behalf of an individual by a representative nominated by the person concerned (e.g. trade union, solicitor). An application may also be made or continued on an individual’s behalf when a person dies, or is a minor, or is incapable of acting for him or herself (in the case of death, by the personal representative, and in any other case by a member of the individual’s family or some other person or body suitable to represent him or her).

Application for a decision

An application to the Manager, Pensions Administration Office, Thurso for a decision on a complaint must be made in writing using form UKAEA/IDR1 (available from the Manager, Pensions Administration Office, Brownhill Lodge, Thurso, Caithness, KW14 7BA) and must include details of the disagreement on which a decision is being requested. Individuals should provide their full name, home address, date of birth, national insurance number and pension reference number. A representative or relative acting on behalf of an individual must, in addition, provide their full name, address, and profession or relationship to the individual.

Decision by the manager, Pensions Administration Office, Thurso

The reply from the Manager, Pensions Administration Office, Thurso (“the notice of decision”) will provide an explanation of the decision taken in response to the complaint, and should be issued within two months of the date of receipt of the application. Where it is clear that this will not be possible, an interim reply will be sent setting out why there is a delay and when a full reply can be expected. The notice of decision will include a reference to the relevant Scheme rules and documentation which have been applied, as well as an explanation of the individual’s right to have the disagreement referred for consideration by the UKAEA Pensions Manager as manager of the Scheme.

Referral to the UKAEA pensions manager

Individuals will have the right to ask for their case to be referred to the UKAEA Pensions Manager if they are not satisfied with the first stage decision. This appeal must be submitted within six months of the date of the notice of decision. Individuals must provide their full name, address, date of birth, national insurance number, and departmental payroll number, together with a statement that they wish the UKAEA Pensions Manager to reconsider the decision taken by the Manager, Pensions Administration Office, Thurso and why they are dissatisfied with it. The appeal must be sent on form UKAEA/IDR2 (available from the Manager, Pensions Administration Office, Brownhill Lodge, Thurso, Caithness KW14 7BA) to the Manager, Pensions Administration Office, Thurso who will arrange for it to be forwarded to the UKAEA Pensions Manager within five working days of receipt, together with all relevant documentation.

Decision by the UKAEA pensions manager

A decision by the UKAEA Pensions Manager on an appeal will constitute a final determination. He or she will seek to issue a notice of their decision within two months of the date of receipt of the appeal, and, where this may not be possible, an interim reply will be sent explaining why there is a delay and when a full reply can be expected. The reply from the UKAEA Pensions Manager will state whether, and if so to what extent, the original decision by the Manager, Pensions Administration Office, Thurso has been replaced. In addition it will include a reference to the Scheme rules and any other documentation which has been applied.

TPAS – The pensions advisory service

The Pensions Advisory Service (TPAS) is available to assist scheme members with any difficulties which they fail to resolve with the UKAEA Pensions Manager. Details of TPAS can be found at www.pensionsadvisoryservice.org.uk

The Pensions ombudsman

The Pensions Ombudsman is available to investigate and determine any complaint alleging injustice in consequence of maladministration in connection with any act or omission on the part of the administrator of the Scheme, and include the address at which he may be contacted.

The Pensions Ombudsman’s office normally expects complainants to seek help from TPAS before making a complaint to the Ombudsman.

An appeal to the UKAEA Pensions Manager will be rejected if a determination has already been made on an earlier occasion by the UKAEA at a senior level, unless new relevant information has subsequently come to light which had not previously been considered.

Contact Point For Complaints And Appeals

All complaints and appeals under the UKAEA pension scheme internal dispute resolution arrangements should be addressed to Manager, Pensions Administration Office, Brownhill Lodge, Thurso, Caithness KW14 7BA.

If you have a concern or enquiry which is not appropriate to be dealt with under the IDR, you may contact either the Pensions Administration Office, Thurso or the Pensions Policy Team at Harwell”