What we can investigate
If you are unhappy with certain decisions issued by the Board of the Pension Protection Fund (PPF) or the Scheme Manager of the Financial Assistance Scheme, we may be able to investigate them.
How we conduct our investigations depends on what you need to be investigated or considered.
- There is a statutory list of specific matters that can be reviewed.
This is set out in law and summarised in the PPF's booklet How we deal with your complaints and concerns. If you disagree with the Pension Protection Fund’s reconsideration of any of these matters, then we may be able to investigate it. We call these Referrals.
- If you are unhappy with the service that you have received from the Pension Protection Fund,
and you think you have suffered injustice because of it,
for example if there has been a long delay, we may be able to investigate it. We call these Complaints.
- If you disagree with a decision issued by the Scheme Manager of the Financial Assistance Scheme, we may be able to consider it. We call these Appeals. (However, we do not investigate complaints about other actions by the Financial Assistance Scheme – for example delays or miscalculations. These are dealt with by the Parliamentary Ombudsman).
Before we will be able to deal with your Referral, Complaint or Appeal, you will need to ask the Pension Protection Fund or the Financial Assistance Scheme to consider the matter under their internal procedures first. If you contact them they will let you know what their procedures are. See links page.
For further information see our Referrals and Complaints booklet or our Appeals booklet.
