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Complaints and compliments

NILGOSC aims to deal with its members and employers in an accurate, fair, timely and courteous manner. If we do not meet your expectations or exceed them then please let us know.


If the matter is not resolved to your satisfaction, the Committee has a two-stage process for reviews and complaints.

Stage 1

You should write to the Secretary or use the Reviews and Complaints form (56KB, PDF) giving details of your complaint or asking for a review of the decision you are dissatisfied with. Your complaint or request for a review must be made within six months of the event or decision giving rise to it. The Secretary will inform you of his decision within four months, outlining the legislation and policies taken into account when making the decision.

Stage 2

If you are dissatisfied with the Secretary’s decision under stage 1, you may write to a panel of the Committee asking them to reconsider the decision, attaching a copy of the stage 1 notification and explaining why you still remain dissatisfied. The request must be made within six months of receiving the Secretary’s decision. The panel of the Committee will inform you of its decision within four months from the date the application for review was received.

A stage 2 review is the final stage in NILGOSC’s reviews and complaints process. If you are still dissatisfied with the outcome of this review, a number of external organisations may be able to assist you.

The information above is only a summary of our process. Full details and further information on the organisations available to help can be found in the Decisions Reviews and Complaints (1MB, PDF) guide. 

If you have a complaint or dispute concerning your workplace or personal pension arrangements you should contact:

The Pensions Ombudsman

Tel: 0800 917 4487


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


Tel: 0800 011 3797                              

Website: MoneyHelper


We welcome feedback from our members and employers that lets us know how well we are doing  and if we have met or exceeded your expectations.  This feedback helps us identify any improvements that we can make and also share best practice.  If you wish to send us a compliment you can do so through the Contact Us page of the website.  We will send your compliment to the staff member concerned and their line manager.

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