If you have a question about our services or require additional information in relation to your pension which you are unable to find on our webpages, please go to the section ways to contact us.
Complaints and compliments
Many queries and minor disagreements can be resolved quickly by contacting Islington Pensions Office.
Feedback is very important to us and we want to hear from you if you feel we have got something wrong or left you feeling dissatisfied. By sharing your experience, it will allow us to clarify or put right any misunderstandings/errors and help us to improve our services.
If you feel that we have done a good job and/or a staff member has made a great effort in resolving your query, please let us know. Any compliments or comments on our service are welcomed.
If we cannot resolve your complaint informally and you are still dissatisfied with a decision made in relation to the scheme you can ask for it to be looked at again under the formal complaint procedure called the Internal Dispute Resolution Procedure (IDRP).
Ways to contact us
This is the best way to contact us if you have a query or complaint. We can talk about your query or concerns in detail and we may be able to resolve matters while you are on the phone.
Your Pension Officer is assigned based on the first letter of your surname. Look at the list below to find your relevant contact.
Our normal working hours are 9am to 5pm, Monday to Friday.
Write to us
If you would prefer to send us a letter, write to us with as much detail as possible about what you want to discuss or tell us. We might need more information, so it’s useful to include your contact number and a convenient time slot to call you.
If you are sending a compliment, please outline the actions taken by Pensions staff that has prompted your positive response.
Write to us at:
7 Newington Barrow Way,
London N7 7EP
Help and support
Pension Wise is a free service from MoneyHelper and is available to assist with general requests for information and guidance. They provide independent and impartial information and guidance about pensions, free of charge.
Get more advice and support from these related website pages.
The Pensions Ombudsman
The Pensions Ombudsman (TPO) is an independent and impartial organisation set up by law to help resolve complaints about pension schemes.
TPO can investigate and determine all complaints and disputes involving maladministration of the scheme. The decisions of TPO are final and binding on the claimant and the local authority.
TPO will only consider cases that have first tried to be resolved through the Internal Dispute Resolution Procedure. Complaints to TPO should be made within three years of the event or three years from when the applicant first knew about it. TPO has the discretion to extend the time limit, in special circumstances.