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The Superannuation Arrangements of the University of London |
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Problems SAUL Trustee Company endeavours to run the Scheme in accordance with the SAUL Rules and in a fair, responsive and efficient way. If there is anything about SAUL in general or your benefits that you do not understand, or if you feel there is a problem, you may wish to make a complaint. In the first instance you may wish to contact your employer’s Pensions Officer (if you’re an active member) or SAUL Trustee Company (if you’re a deferred or pensioner member) to resolve your complaint informally. If the problem is not resolved or if you wish to immediately make a formal complaint there is a statutory procedure for resolving disputes between SAUL Trustee Company and members called the Internal Dispute Resolution procedure (IDR). |
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The complaints procedure Stage 1 To find out what information we need from you to sort out the problem, please read the leaflet ‘How to complain to SAUL’ which provides details of the IDR procedure. You should then write to the Technical Manager at SAUL Trustee Company, who will consider your complaint and aim to send you a full written reply within two months, explaining any laws or SAUL rules that affect you, and letting you know what we will do. Stage 2 If, for any reason, you are not satisfied with the answer, you have up to six months to decide whether you feel you have grounds for an appeal. If so, you should appeal, in writing, to the Trustee including any reasons why you think the Trustee should review the decision. Again, we will aim to send you a detailed reply within two months of the appeal. If you are still not satisfied, you can write to The Pensions Advisory Service or to the Pensions Ombudsman. The Pensions Advisory Service The Pensions Advisory Service is available at any time to help members and beneficiaries of occupational pension schemes with any pensions query they may have, or any difficulties they have been unable to resolve with the trustees or administrators. You can contact them for help at any point: The Pensions Advisory Service Telephone: 0845 601 2923 The Pensions Ombudsman 11 Belgrave Road Telephone: 020 7834 9144 |
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