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Scheme responses to member enquiries and complaints

FOI reference - FOI-476

Date - 14 June 2026

Request

Please advise if the The Pensions Regulator (TPR) has guidance for pension schemes (especially public sector schemes) on:

  1. The maximum time to respond to member queries and recording and reporting of data on meeting/failing to meet these timelines?
  2. Same for responding to member complaints?
  3. Same for receiving a response to a challenge to the outcome of a complaint from the CEO/Chair or senior board member?

Response

I confirm that we hold some of the information you have requested.

  1. TPR doesn’t impose specific timescales for responding to all member queries. It is the duty of pension scheme trustees to provide members or other such qualifying persons with specific information regarding their pension entitlements, within specific timescales. Information also needs to be provided to members on other occasions, either automatically or if they request it – for example, when a member retires, dies or leaves the scheme.

    Response times are generally driven by specific statutory disclosure requirements and scheme processes. The key legislative source is The Occupational and Personal Pension Schemes (Disclosure of Information) Regulations 2013, which sets deadlines for providing particular categories of information to members upon request. Sometimes, scheme events will trigger the need to give information.

Examples of statutorily required information:

  • A benefit becoming payable – should be communicated to member within one month of the benefit becoming payable.
  • Basic scheme information on joining – e.g. the eligibility conditions and normal retirement age.
  • Notice that the scheme is commencing to wind up – within one month of starting.
  • Progress report when scheme winding up – annually.

Examples of Information statutorily required to be provided on Request:

  • Copy of latest audited accounts/auditors statements – within two months of written request.
  • Copy of latest actuarial valuation – within two months of written request.
  • Cash Equivalent Transfer Value (CETV) – within three months of receiving the request.
  • Basic scheme information (existing member) – within two months of written request.

Therefore, unless a specific category of member request is being considered, the relevant question is usually whether the enquiry falls within one of the statutory disclosure obligations under the 2013 Regulations and, if so, what deadline applies to that disclosure. For general member correspondence, schemes often operate their own service standards.

There is no requirement regarding recording and reporting performance against response times. However, under TPR's General Code, trustees and scheme managers are expected to maintain effective administration and internal controls, which would ordinarily include monitoring service performance, managing member communications and operating an Internal Dispute Resolution Procedure (IDRP).

For public service pension schemes, the same disclosure framework generally applies alongside requirements under the Public Service Pensions Act 2013.

  1. For complaints, governing bodies should:
    • Decide the matter in dispute within four months of receiving the application.
    • In the case of a two-stage dispute resolution procedure, reach a first stage decision within four months of receiving the application.
    • In the case of a two-stage dispute resolution procedure, reach a second stage decision within four months of the point when the governing body receives the referral notify applicants of the decision no later than 21 days from when it is made.
    • Not delay a decision on where it is possible to process an application sooner than four months
    • Allow more than four months to reach a decision if it is appropriate to do so.

For public sector schemes, where the governing regulations provide for shorter periods to consider grievances than set out above, those regulations will apply.

  1. For challenges to complaint outcomes, governing bodies should:
    • In the case of a two-stage dispute resolution procedure, reach a second stage decision within four months of the point when the governing body receives the referral notify applicants of the decision no later than 21 days from when it is made

If a member remains unhappy with the two-stage dispute resolution/IDRP process they have the option of raising a complaint with the Pensions Ombudsman.

Advice and assistance

Additional guidance can be found on the MoneyHelper website on timescales and general guidance.

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