Contact us

You can contact Capita, the Scheme Administrator, at the following address:

RS Group Pension Scheme
Capita PO Box 555
Stead House
Darlington
DL1 9YT

Helpline: 0345 122 0785
Email: RSPensions@capita.co.uk

Need to inform us of a death?

If you need to notify us that one of our members has passed away, please complete our online form. When you’ve submitted the form, we’ll be in touch with any further information. We’re very sorry for your loss.

Bereavement Form

What do I do if I have a complaint?

Our dedicated Customer Relations Team (CRT) is here to help you work through any problem you have with our services.

Our team will:

  • Help you to make a complaint
  • Treat you fairly and keep what you tell us confidential
  • Try to put things right as quickly as possible
  • Do what we promise
  • Use plain English in all our documents
  • Use your feedback to improve our services

If you have any worries you can let us know by:

  • phone
  • email
  • letter

You will need to tell us:

  • your full name
  • your address
  • your date of birth
  • any reference number that we have given you if you have contacted us before

Internal Dispute Resolution Procedure (IDRP)

We want to provide an answer to your complaint that you are happy with. If you still think there is a problem after we have finished our investigation, there are other options available to you.

All company pension schemes have an ‘internal dispute resolution procedure’ (IDRP), where you can tell the Scheme Trustees your concerns. 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 by Capita or your employer, you may contact the 'Specified Person' within six months of being told the decision you have complained about.

You should expect a decision regarding your complaint within two months of it being received. If a decision is not reached within that time, you should receive 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 by the 'Specified Person' you may refer your complaint to the Administering Authority Representative who is independent of the original decision maker.

You should expect a decision regarding your complaint within two months of it being received. If a decision is not reached within that time, you should receive 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 by the Administering Authority Representative you may approach MoneyHelper by phone, letter or via their online enquiry form.

MoneyHelper contact details:

0800 011 3797
Phone lines are open from 9am to 5pm Monday to Friday

120 Holborn
London
EC1N 2TD

After contacting Money Helper you may take your complaint to the Pensions Ombudsman. 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.

You may contact the Pension Ombudsman by phone, email or letter.

Tel: 0800 917 4487
enquiries@pensions-ombudsman.org.uk

The Pensions Ombudsman
10 South Colonnade
Canary Wharf
E14 4PU

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