OSPS Internal Dispute Resolution Procedure

Making a complaint

If you have a complaint about any aspect of OSPS, you (or your representative) should complain in writing to: The Secretary of the Trustees, Finance Division, Pensions Office, 23-38 Hythe Bridge Street, Oxford, OX1 2ET, who has been appointed by the Trustees to give a decision on your complaint.

The decision

You (and your representative) should receive a written reply within two months of lodging a complaint. The reply will:

  • set out the Secretary's decision;
  • refer to any provision of OSPS and/or legislation relied on (including the provision of OSPS concerning any relevant discretion);
  • refer to your right to appeal to the Trustees within six months; and
  • refer to the fact that TPAS (the Pensions Advisory Service) is available to assist members and beneficiaries of OSPS in connection with any difficulty with OSPS which remains unresolved and the address at which TPAS can be contacted.

If two months is not deemed to be a sufficient period of time to answer your complaint, then you (and your representative) will receive an interim reply setting out the reason for the delay and an expected date for issuing the decision.

Appeal

If you do not agree with the Secretary's decision, you may appeal to the Trustees within six months of the date you receive notice of the Secretary's decision. Your appeal must be in writing and indicate why you disagree with the decision of the Secretary.

The Trustees should reply to you (and your representative) within two months from the date they are notified of your appeal. If they are unable to do so, you (and your representative) will receive an interim reply setting out the reasons for the delay and an expected date for issuing the decision.

The Trustees' reply will set out the same information as you received with the Secretary's decision together with a statement of the extent to which the Trustees have confirmed or replaced that decision. The Trustees will also notify you (and your representative) that if you are still not satisfied, TPAS is available to assist members and beneficiaries of OSPS in connection with any difficulty with OSPS which remains unresolved, and that you have the right to take up your complaint with TPAS and with the Pensions Ombudsman. Further details will be provided with the Trustees' reply.