If you’re not happy with the level of service you have received please let us know. To raise a complaint please contact Capita in the first instance and we will work with you to try and resolve any problems you may be experiencing.
Unilever Pensions Team
unileverpensionsteam@capita.co.uk
UK: 0800 028 0051
Overseas: +44 (0)1473 622 307
Once you have raised the complaint informally, using the above contact details, if you wish to do so, you are able to use The Pensions Ombudsman’s Early Resolution Service, which also uses an informal approach to dispute resolution.
Tel: 0800 917 4487
Email: enquiries@pensions-ombudsman.org.uk
If you are still unhappy after Capita have finished their investigation, you can formally escalate your concerns through the ‘internal dispute resolution procedure’ (IDRP).
Below is a brief description of the stages that must be followed if you are considering taking your complaint further.
Stage 1
If you are at all unhappy with the decision made, you may escalate it using the IDRP.
You can do this by completing the form at the end of the Dispute Resolution Procedure document and returning it to the address shown there.
An acknowledgement of your application will normally be sent out to you within ten working days of receipt.
You should expect a decision regarding your complaint within two months of it being received. If a decision is not reached within that time, we will send a letter advising you of the reason for the delay and when the decision is expected to be reached.
Stage 2
If you are unhappy with the decision made you may appeal and refer your complaint to the Secretary of the Trustees within six months of the date of the notice of decision. They can be contacted at:
Unilever UK&I Pensions - IDR Procedure
Lever House
3 St James Road
Kingston Upon Thames
KT1 2BA
Or send via email to: Pensions.uk@unilever.com
An acknowledgement of your appeal will normally be sent out to you within ten working days of receipt.
You should expect a decision regarding your appeal within two months of it being received. If a decision is not reached within that time, we will send a letter advising you of the reason for the delay and when the decision is expected to be reached.
Stage 3
If you are still dissatisfied by the decision made about your complaint you may approach the Pensions Ombudsman by phone, letter or their online enquiry form.
Pensions Ombudsman contact details:
Email:
enquiries@pensions-ombudsman.org.uk
Telephone:
0800 917 4487
Phone lines are open from 10am to 2pm, Monday to Friday
Address:
10 South Colonnade
Canary Wharf
E14 4PU
You can also submit a complaint online: www.pensions-ombudsman.org.uk/making-complaint
Please note that the Pensions Ombudsman cannot investigate matters where legal proceedings have already started.
The Ombudsman’s decisions are final and binding on all parties and you must refer your complaint to the Ombudsman within three years of the event which you are complaining, or within three years of when you become aware of the problem.
MoneyHelper
Free pensions guidance is available from MoneyHelper, but please note that they will not be able to help with specific complaints. MoneyHelper is a free service, backed by the UK government, that provides impartial help about your money and pensions.
Telephone:
0800 011 3797
Phone lines are open from 9am to 5pm Monday to Friday
Address:
120 Holborn
London
EC1N 2TD
www.moneyhelper.org.uk
The Pensions Regulator
The Pensions Regulator may intervene in the running of schemes where trustees, managers, employers or professional advisers have failed in their duties.
Telephone:
0345 600 0707
Phone lines are open from 9:30am to 5pm Monday to Friday
Address:
Customer Support
The Pensions Regulator
Telecom House
125-135 Preston Road
Brighton
BN1 6AF
www.thepensionsregulator.gov.uk