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What if you have a complaint?

Internal Procedure

If you feel there is a problem or misunderstanding with any aspect of your pension, the Trustee has set up an Internal Dispute Resolution (IDR) procedure for you to follow. This ensures high standards of practice from the Trust and peace of mind for members. You can follow this process if you are a current member, already retired or a dependant of someone who was in the Plan. If you are within six months of being in one of these groups, you can still follow the process.

The internal procedure runs in three phases. In the Preliminary Stage, you should discuss your problem with Legal & General. However, if your problem concerns Company policy, you are advised to contact Human Resources.

If, after discussion with Legal & General or HR, you are still dissatisfied, you should complete a Stage 1 Dispute Form (available from Legal & General) this formally recognises your dispute to the IBM Pensions Trust Manager. You (and/or your representative) will receive a letter from the IBM Pensions Trust Manager detailing his decision about your dispute within two calendar months of receiving your letter and references to any legislation or Plan rule that has been relied upon will be included. The letter will also provide you with details of your rights under Stage 2.

If for any reason your problem cannot be decided within two months, the IBM Pensions Trust Manager will write to you (and/or any representative) explaining the reason(s) for the delay and include a date when you can expect a decision.

If you are dissatisfied with the IBM Pensions Trust Manager's decision, or the Trustee's action following it, you may write to the Trustee within six months of receiving the decision to ask for it to be reconsidered.

You should complete the Stage 2 Dispute Form (available from Legal & General) and forward it to the Trustee at the address at the end of the form.
Within two calendar months of receiving your letter, the Trustee will write to you (and/or any representative) advising you of its decision. The Trustee will also advise to what extent their decision confirms, or replaces, the decision of the IBM Pensions Trust Manager. The Trustee's decision will also include references to any legislation or Plan rule that has been relied upon, as well as providing you with details of your rights to resort to external resolution.

If for any reason the Trustee cannot reach a conclusion within two months, the Trustee will write to you (and/or any representative) explaining the reason(s) for the delay and include a date when you can expect a decision.

External Procedure

The Pensions Ombudsman (PO) can investigate and decide complaints or disputes about the way any pension plan, including the IBM pension plans, is run.  Complainants can approach the PO for dispute resolution regardless of whether the internal dispute resolution procedures have already been followed.

The Pensions Ombudsman
10 South Colonnade
Canary Wharf E14 4PU
Telephone: 0800 917 4487
www.pensions-ombudsman.org.uk