The Pearson Pension Plan

If you have a problem relating to the Plan you should contact the pensions team by:

• email: pensions.helpline@pearsonpensions.com
• phone: 0800 7811378 (+44 203 7888562 if calling from outside the UK)
• writing to: The Pearson Pension Plan, PO Box 645, Darlington, DL1 9HP

Initially the pensions team will have an informal discussion with you regarding your complaint. If this initial discussion does not resolve the issue, the pensions team will fully investigate your complaint and the Operations Director will send a written response to you within 15 working days of receiving your complaint. If there is a delay in providing this response, the Operations Director will provide an explanation for the delay and an expected date for the response.

If you remain unsatisfied, following receipt of the response, then you can ask for your complaint to be considered under the internal disputes resolution procedure (IDRP) process. You can also ask at any time during this initial stage for your complaint to be treated as an IDRP.

You should contact the Trustee setting out your complaint by:

Completing:	The online Internal disputes resolution procedure form

Please provide:

• Your full name, address, date of birth and National Insurance number.
• Full details of your complaint.
• A statement as to why you disagree with the preliminary stage decision.
• A statement as to how you would like to see your complaint resolved.
• Any supporting documents.
• If you are the dependant of a member who has died, your relationship to the member and the member’s full name, address, date of birth and National Insurance number.

If you are being represented, your representative’s full name, address and profession. Please also confirm whether you would like correspondence about the matter to be sent to your address or your representative’s address.

The Trustee’s IDRP committee will consider your complaint on behalf of the Trustee and will write to you telling you of its decision within four months of receiving your complaint or within 21 days of reaching a decision. If a response cannot be sent within these timeframes, you will be given an explanation for the delay and an expected date for the Trustee’s decision.

You have the right to refer your complaint to The Pensions Ombudsman free of charge.

The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes.

The Pension Ombudsman operates an Early Resolution Service as well as a formal adjudication service. This means, wherever possible, they try to resolve complaints informally at an early stage. You should be aware that if you are seeking formal adjudication by the Pensions Ombudsman then you must first have received a response from the Trustee under the internal disputes resolution procedure.

Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.

The Pensions Ombudsman can be contacted at:

Website:	www.pensions-ombudsman.org.uk - This link opens in a new browser window
Email:	enquiries@pensions-ombudsman.org.uk
Phone:	0800 9174487 or +44 207 630 2200 if calling from overseas

You can also submit a complaint form online:

www.pensions-ombudsman.org.uk/submit-complaint/ - This link opens in a new browser window

If you have general requests for information or guidance concerning your pension arrangements, contact:

Website:	www.moneyhelper.org.uk - This link opens in a new browser window
Phone:	0800 011 3797

You can also submit a pensions guidance enquiry form online:

https://www.moneyhelper.org.uk/en/contact-us/pensions-guidance/pensions-guidance-enquiry-form

The Pensions Regulator (TPR) is responsible for monitoring the running of occupational pension schemes. It can intervene where trustees, employers or professional advisers have failed in their duties.

Website:	www.thepensionsregulator.gov.uk - This link opens in a new browser window
Email:	customersupport@thepensionsregulator.gov.uk
Post:	Customer Support, The Pensions Regulator Telecom House, 125-135 Preston Road Brighton, BN1 6AF
Phone:	0345 600 0707

The Pension Tracing Service acts as a tracing agency for members of pension schemes who have lost touch with their former employers, or the trustees or providers of their previous schemes.

Website:	www.gov.uk/find-pension-contact-details - This link opens in a new browser window
Post:	The Pension Service, Mail Handling Site A Wolverhampton, WV98 1AF
Phone:	0800 731 0193 or +44 (0)191 215 4491 from outside the UK.