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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).

IDRP can be used to resolve any complaint, dispute or disagreement you may have with the Clwyd Pension Fund or your employer. This includes any data subject complaint that you may have. A data subject complaint is a dispute or disagreement about your personal data. For example, how it has been collected, used, stored, shared, or processed by the Clwyd Pension Fund, your employer, or their service providers.

IDRPs that are not data subject complaints

The IDRP process is split into 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.

IDRPs that are data subject complaints

If a complaint is treated as a data subject complaint, it will be handled differently from other complaints under the IDRP. Where only part of a complaint is a data subject complaint, the Clwyd Pension Fund or your employer may either:

  • treat the whole complaint as a data subject complaint; or
  • split it up and deal with each part under the relevant procedure

For data subject complaints, the Clwyd Pension Fund or your employer will:

  • acknowledge the data subject complaint within 30 days of it being received
  • reply to your data subject complaint without delay
  • give you a clear result without delay
  • explain any actions that need to be taken

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.

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