Complaints and appeals

If you have a problem or issue, please contact whoever made the decision that caused it and ask them to explain. This could be your employer, ex-employer or the Clwyd Pension Fund. It may be just a simple misunderstanding you can resolve easily between you.

If you need to take it further, you must follow the official Internal Dispute Resolution Procedure (IDRP). It has two stages.

Stage 1

You must make your complaint within six months of the issue arising. You must use an IDRP form to tell us:

• why you feel the decision is wrong; and
• how it breaks LGPS rules.

You cannot raise a dispute just because you are unhappy with the decision.

You should normally receive an answer within two months of sending your form. The person dealing with your complaint will let you know if it will take longer.

Stage 2

If you’re unhappy with the Stage 1 result, or you do not receive an answer in reasonable time, you have the right to appeal through Stage 2. You should also hear back within two months.

You can find our Internal Dispute Resolution Procedure guide and the Stage 1 and 2 forms in the forms and resources section of our website.