Help and Advice from NATFHE : Pensions : Problems with your pension

Problems with your pension?

Contact your NATFHE regional office for help if you have a problem with your pension. It is also particularly important to inform branch officers if your employer may be at fault and you think that your colleagues may also have been affected. The local branch pensions officer can contact the regional office for support as needed.

The first step is to gather information and to make initial enquiries from the relevant bodies. This can require some persistence where there is a lack of clarity about who is responsible and who did what. Keep a written record of all communications and confirm oral conversations in writing whenever this might be useful.

You then need to assemble your facts and if necessary make a complaint or an appeal using internal disputes procedures. Only when these have failed is it worth attempting to pursue the matter through external agencies.

A problem with Teachers' Pensions

If you want information about the Teachers' Pension Scheme, you can contact Teachers' Pensions on 0845 6066166 or write to them at Mowden Hall, Darlington, DL3 9EE, or visit the TP website at www.teacherspensions.co.uk.

If you have a specific query relating to your records or benefits you will need to provide a teachers' reference or National Insurance number and date of birth.

If you have a problem related to the administration by Teachers' Pensions or disagree with a decision they have made, you should follow the internal disputes procedure. Write to the Standards and Information Group at TP. Your letter should be headed 'First Stage Internal Disputes Procedure' and should include your reference number or National Insurance number. You could at this stage authorise NATFHE to receive information on your behalf. TP should prepare a reply within fifteen working days so allow up to four weeks for the receipt of a reply.

If you are not satisfied with the response, you should appeal or complain to the Pensions Policy and Contract Team, Department for Education and Employment, at Mowden Hall, Darlington, DL3 9BG. You will need to include your teachers' reference number and head your letter 'Second Stage Internal Disputes Procedure'. State that you have received a reply to your letter addressed to the first stage of the disputes procedure and you wish to have your appeal or complaint considered at the second stage of the disputes procedure. You should state the nature of your complaint and the redress you would like to receive. The DfEE should be able to obtain the file of correspondence from Teachers' Pensions.

A problem with your employer

You may have a problem with your employer's records or payment of contributions. The types of problems which arise include incomplete or inaccurate records provided to Teachers' Pensions and late payment of AVCs to the Prudential.

You will need to raise this with your employer: usually with the pensions officer or payroll department. You should also inform your NATFHE branch.

If your problems have not been solved by your employer or the internal disputes procedures, you are likely to need to contact NATFHE for further advice.

The next stages could involve the Ombudsman or legal advice. Details of the Ombudsman's services are obtained by phoning 020 7834 9144. You can apply to your regional office for assistance and if there are legal issues you can ask for forms to make an application to NATFHE for legal advice.

A problem with the Prudential

If you wish to obtain information from the Prudential, contact their Customer Call centre, 0118 983 6836 or write to Teachers' AVC Department, Prudential, Abbey Gardens, 55 King's Road, Reading, Berkshire, RG1 3AH. If the question relates to your records you should provide your National Insurance number.

The most common problem is that AVCs have been deducted for the wrong amount, paid to Prudential late and even paid in the wrong financial year. You should check your payslips to ensure that the correct amount has been deducted from your salary. You will need to find out whether the problem has arisen because of late or inaccurate payments by your employer and take the matter up with your payroll department if they are responsible.

You are likely to find that colleagues have a similar problem and you will need the advice and support of your branch pensions officer and information from the Prudential to estimate your losses.

If your problem is the responsibility of the Prudential rather than your employer, you can complain directly to the Prudential at the address given above.

If you do not receive a satisfactory response, contact the Pensions Official at NATFHE Head Office or write to the Pensions Policy and Contract Team at the DfEE (address above).

If you write to the DfEE you may wish to send a copy of your complaint to the Pensions Official at NATFHE Head Office.

Mis-selling problems - personal pensions and freestanding AVCs

If you think you have been mis-sold a personal pension since 1988, or a free standing AVC, you should contact Financial Services Authority for a copy of their relevant Factsheet and for advice. Their helpline numbers are 0800 003 007 and 0845 606 1234 and their leaflet line is 0800 917 3311.

You may also obtain assistance and information from the PIA Ombudsman Bureau Enquiry Line, 020 7712 8700 and Helpdesk on 020 7712 8937.

State Benefits

If you wish to check your entitlement to a state pension, you can phone 0345 313233 and ask for a form BR19 which you return to the DSS in Newcastle for a pension forecast.

If your question concerns social security matters you should contact your local benefits office or phone 020 7712 2171.