Our complaints handling procedure reflects the Scottish Government's commitment to resolving issues at the point of service delivery, and where necessary, conducting thorough, impartial and fair investigations of any complaints.

The procedure standardises the approach across government departments and complies with the Scottish Public Services Ombudsman's guidance on complaint handling procedure. Our aim is to 'get it right first time' by providing quicker, simpler, local resolution by capable, well trained staff. Topics of complaints cover:

  • our standard of service
  • unreasonable delays
  • any mistakes we have made
  • how you've been treated by our staff

Where we can, we'll apologise and put things right as quickly as possible.

Internal disputes resolution procedure (IDRP)

If you have a dispute regarding how SPPA has applied the regulations in your case or you’re not satisfied with a decision we’ve made, you can appeal using either the SPPA’s Internal Disputes Resolution Procedure or the Pension Ombudsman Early Resolution Service. 

Common appeal examples include disputes concerning:

  • the amount of retirement benefits members have received
  • rejections of ill-health retirement benefit awards
  • not being allowed to transfer in or out of the scheme.

Our Internal Disputes Resolution Procedure is a one stage process that complies with pension legislation and Citizen's Charter guidelines. Applications for Internal Disputes Resolution Procedure reviews must be made in writing to the Head of Policy, who will try to resolve your appeal and let you have a response within four months (but sooner if possible).

Open our IDRP Form (opens a new tab)

Before appealing through the IDRP process, you may wish to consider discussing a potential appeal with a member of the Pensions Ombudsman’s Early Resolution Team. They can also support you through the process, and you can reach their helpline at: Phone: 0800 917 4487 (selecting the relevant option)

Escalating complaints

You may take your case to The Scottish Public Services Ombudsman (opens a new tab) who can consider complaints relating to SPPA’s administrative actions. However, it is unlikely that The Scottish Public Services Ombudsman will be able to accept complaints relating to decisions or omissions concerning the provisions of pension regulations.

Unacceptable actions and behaviours

We come into contact with many people in the course of our work and our interactions are usually positive and productive for all parties. Occasionally, the behaviour or actions of some individuals make it impossible for us to continue any constructive engagement. In a small number of cases we have to consider taking steps to protect our staff or to ensure that our ability to work effectively is not undermined.

Our Unacceptable Actions Policy explains how we'll approach these situations.

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