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Complaints and compliments

NILGOSC aims to deal with any individual or organisation in a fair, timely and courteous manner. We will always aim to act in a professional manner and treat those who interact with NILGOSC with courtesy, respect and dignity at all times.

If we do not meet your expectations then please let us know. If we exceed your expectations, please see our Compliments section.


NILGOSC has two distinct processes in place to deal with complaints. The appropriate process will depend on the nature of your complaint.

NILGOSC has a formal process in place for resolving disagreements about matters relating to the application of Scheme Regulations. This process is formally known as the Internal Dispute Resolution Procedure (IDRP). There are very specific conditions for who can make these types of complaints and who can make the decisions as set out in the Scheme Regulations. This is a two-stage process, referred to as Stage 1 and Stage 2.

NILGOSC also has a process in place for complaints relating to service delivery. In general terms, a service related complaint is an expression of dissatisfaction about NILGOSC’s action, lack of action, or about the standard of service provided. This also is a two-stage process, referred to as Stage 1 (Frontline response) and Stage 2 (Investigation). The following flowchart provides a quick guide as to how both types of complaints will be dealt with and the timescales for doing so:

Stage 1: NILGOSC’s Secretary will consider the complaint at Stage 1 and there are 4 months to issue a decision.

Stage 2:
If you are unhappy with the decision at Stage 1, you have 6 months to ask for a review of the decision made.
The decision maker at Stage 2 is the Internal Dispute Resolution Committee (IDRC). We will always try to respond within the statutory timescale of 4 months.

If you are still dissatisfied with the outcome of the review, you can contact any of the following for further assistance:
The Pensions Ombudsman, The Pensions Regulator, The Northern Ireland Public Service Ombudsman, Money Helper

Stage 1: Frontline response
We will always try to respond to your complaint quickly within 5 working days or less.

Stage 2: Investigation
If you are dissatisfied with the response at Stage 1 or your complaint requires more in-depth investigation, it will proceed to Stage 2.
We will acknowledge your complaint within 3 working days and should respond within 20 working days.

If you are still dissatisfied with the response at Stage 2, you can complain to NIPSO within 6 months of the decision at Stage 2.

If your complaint relates to both the application of Scheme Regulations and the service provided by NILGOSC, it will be treated as a single complaint to be handled under the statutory Internal Dispute Resolution Procedure (IDPR).

More information on the IDRP.
More information on complaints regarding service delivery.

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