In this section
Complaints
Compliments
Suggestions
Complaints, compliments and suggestions
If the service we have provided does not meet your expectations, we would like to hear from you so that we can try and make things rights.
Equally, if you have received a service that has gone beyond your expectations, and you would like to compliment the staff involved, we’d welcome your feedback.
If there is something you feel that we can improve on, we’d welcome your suggestions.
Complaints
Our commitment to deal with complaints
-
Treat all complaints seriously and deal with them efficiently
-
Resolve complaints promptly and informally wherever possible
-
Learn from our mistakes and take action to improve our service
-
Listen to our customers and value their views
What should you do if you have a problem with a decision regarding your benefits
Firstly you should contact whoever made the decision, either your employer or the Cheshire Pension Fund team, to explain your problem. Many issues that members have are resolved in this way. They may be caused by misunderstandings or incorrect information, which can be explained or put right easily.
An informal enquiry of this kind may save you (and us) a lot of time and trouble. At the Fund we would much prefer to resolve issues this way.
A note on decisions relating to your pension
From the day a person starts a job with an employer, to the day when benefits or dependants’ benefits are paid, the employer and Cheshire Pension Fund have to make decisions under the pension scheme rules that affect you (or your dependants). When you (this includes dependants) are notified of a decision, you should check, as far as you can, that it is based on the correct details, and that you agree with the decision.
When a decision is made you should be informed of the outcome, told who to contact if you are unhappy with the decision reached and provided with details of the rights of appeal under the LGPS Regulations. Similar information will be given to dependants and/or personal representatives upon the death of a LGPS member.
Making a complaint
If you have spoken to whoever made the decision which has led to your dissatisfaction, and you have been unable to resolve the issue through discussion or sharing more information, please accept our apologies. We would appreciate it if you could raise your complaint with us by sending us an email at:
pensions@cheshirewestandchester.gov.uk
A senior member of the Pension Fund team will review your complaint and make contact with you to attempt to resolve the situation to your satisfaction.
If you have made a complaint, and you still feel that your issue has not been resolved to your satisfaction, the next action available to you is to raise a formal complaint through the Fund’s Internal Dispute Resolution procedure. You can find more details on this page – Internal Dispute Resolution
Compliments
If you have received a service that has gone beyond your expectations, and you would like to compliment the staff involved, we would really appreciate your feedback.
Please send your compliments by email at:
pensions@cheshirewestandchester.gov.uk
Your feedback will be passed to the staff involved in the service you have received, and we will also try to ensure your positive experience is replicated in future across our service.
Suggestions
If when dealing with Cheshire Pension Fund there is something you feel that we can improve on, we’d welcome your suggestions.
Please send your suggestions by email at:
pensions@cheshirewestandchester.gov.uk
A senior member of the Pension Fund team will review your suggestion, and wherever possible we will build your suggestion into our future ways of working. If necessary, we may contact you to clarify your suggestion and the circumstances which led to it.
