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.
Complaints
NILGOSC has three 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 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).
NILGOSC also has a process in place for complaints relating to data protection. Complaints can be made if someone considers that NILGOSC has infringed data protection legislation because of the way they have handled their personal information (or the personal information of someone they’re acting on behalf of).
The following flowchart provides a quick guide as to how these types of complaints will be dealt with and the timescales for doing so:
Decision, Review, Complaint about Scheme Regulations (IDRP)
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
Service Delivery Complaint
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.
Data Protection Complaints
Acknowledgement: We will acknowledge your complaint within 30 days.
Response: We will respond to your complaint without undue delay.
If you are still dissatisfied with the response, you can complain to
The Information Commissioner’s office at www.ico.org.uk or 0303 123 11 13.
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).
Data Protection complaints will be dealt with on a standalone basis.
More information on the IDRP.
More information on complaints regarding service delivery.
More information on data protection complaints.