Complaints and appeals

Usually, many issues can be resolved by speaking with your police force. There will be a person responsible for looking after the pension scheme or you can speak with the scheme administrator.

There is a separate process for complaints about a medical appeal. Find out more in the ill health and injury sections of the website.

If you can’t resolve the problem, you can start a formal internal dispute resolution process (IDRP). This usually has two stages:

Stage one

• Ensure your complaint is raised within 6 months of the incident occurring
• Complete and submit an IDRP form, available from your police force
• You should hear back within two months

Stage two

• If you are not happy with the results of the first stage of the process, you can appeal the decision by raising it with the scheme manager
• You must appeal within 6 months of the original (stage 1) decision
• You must put your complaint in writing
• You should hear back within two months

If, after following these two stages you are still not satisfied you can look for further help from an independent body, such as the pension ombudsman.

The Pension Ombudsman can investigate and make a legally binding decision on complaints of maladministration or disputes of fact or law regarding the management of your pension.

• The pension ombudsman will have expected you to have gone through your force’s internal dispute resolution process first
• You usually need to contact TPO within three years of the event you are complaining about

You can find out more on the website or calling 0800 917 4487.