Trustee Meetings Handbook
Member experience and complaints
Published October 2020
Even the most well-run schemes are likely to be the subject of complaints made by members or potential members or beneficiaries from time to time. Most of these complaints can be resolved informally. When this is not possible the complaint will move to a more formal process – the scheme’s “Internal Dispute Resolution Procedure” or IDRP.
Complaints are dealt with by the trustees or their representatives as far as possible but in some cases may need to be escalated, ultimately to the Pensions Ombudsman or even to a court of law.