Make a compliment, complaint or provide feedback
The Fund aims to deal with our customers fairly, promptly and to give them the best possible service in accordance with our standards and timescales. The Fund monitors the quality of our service and reports on how well we have lived up to the expectations of our customers. To achieve our aim, we seek feedback from our customers to help inform us on how well we are performing and identify any improvements we could make. Please click the links below for more information.
Lodge a formal dispute using the Internal Dispute Resolution Procedure (IDRP)
Make a compliment
Receiving praise for providing good customer service helps teams and individuals to improve and share areas of best practice. Your compliment will be sent to the line manager and the colleague(s) concerned, and we then share these within the organisation using our compliments register. To send a compliment, please email us or visit our contact us page for our postal address.
Make a complaint
If something has gone wrong, we want to know so that we can put it right as quickly as we can for you. Where possible, the Fund will always try to resolve your complaint at the first point of contact. There will be times where we are unable to resolve a complaint raised at the first point of contact and where this occurs, the formal complaints process will begin, and the matter will be formally logged as a complaint.
To make a complaint, please email us or visit our contact us page for our postal address.
The Fund has a two-stage complaints process:
Stage 1
Wherever possible, a response will be issued within 20 working days of receiving the complaint. Should this deadline need to be extended for further investigation, the complainant will be notified before the 20 working day deadline.
Stage 2
Where a complaint cannot be resolved under Stage One or the complainant believes their concerns have not been adequately addressed, the matter will progress to Stage Two. When a complaint progresses to Stage Two, it will be investigated by a senior manager at the Fund. As with Stage One, you can expect a full response within 20 working days. Should this deadline need to be extended in order to provide the opportunity for further investigation, the complainant will be notified before the 20 working day deadline.
Lodge a formal dispute using the Internal Dispute Resolution Procedure (IDRP)
Where there is a pension dispute, the Fund has implemented a two-stage process in line with the Pension Regulator's Code of Practice.
The first stage requires members to complain to whoever they feel is at fault for a first instance decision. This might be their employer or the Fund itself. If the member is not satisfied with the outcome, or they haven't had a response within a reasonable time period, they may progress their dispute to stage two which involves a review of the decision by the administering authority.
Please click the link below for more information:
Internal Dispute Resolution Procedure (IDRP)
Feedback/Suggestions
If you would like to provide feedback on the service you have received, we are happy to receive this along with any suggestions you may have. If you would like to complete a feedback form, please visit www.wmpfonline.com/feedback.
