Administration and performance

The fund and scheme employers’ shared strategy and how to comment and complain.

Administration strategy for Pension Services

If you have questions about the administration or wish to raise concerns, make a suggestion, complaint or compliment please contact the Pension Services manager.

How to report breaches of the law to the Pensions Regulator

Who should report material breaches of the law and how? See guidance and examples (pdf format, 144Kb).     

Your comments should be sent direct to the Pension Services Manager

How to complain

If you have a problem or question about your LGPS membership or benefits, please contact Pension Services.

We will clarify misunderstandings and put right inaccuracies as quickly and efficiently as possible.

If your query is about your contribution rate, pensionable pay or eligibility to join the Scheme please contact your employer’s HR or payroll section.

If you are still dissatisfied with any decision made in relation to the scheme you have the right to have your complaint reviewed under the Scheme's “Internal Adjudication” process. The document below describes the process and includes the form to start the formal enquiry.

Return the completed form to the Pension Services manager at Pension Services.

Security of information 

Fund employers

Transfer of information between employers and the fund usually contains personal and/or financial details and must therefore be carried out by secure processes.  Monthly data is sent using the secure online interface called i-Connect.

Emails containing personal information should be sent using the Egress Switch encryption service, or by sending password-protected content, with the password being sent separately. 

Scheme members

Pension Services use the Egress Switch encryption service when using email to send personal and financial details to you. You can also use this service at no additional cost when you reply to Pension Services.       

My Oxfordshire Pension offers secure access to scheme information and is the main way Pension Services will correspond with members of the scheme.   

How we use Egress Switch

When we send you an email containing personal or financial information, it will contain a link to the Egress Switch website. Follow the link to set up your account and receive the secure message.

There are instructions on the website, but contact Pension Services if you have any difficulties.

What to do if the information we hold about you is incorrect

It is important we hold the correct information to assess your benefits and to tell you about them. Contact your employer to query details about pay and contribution rates. 

You can change your address details by logging into My Oxfordshire Pension.

Contact Pension Services if:

  • a calculation is wrong
  • the details on your pension record are incorrect
  • we are holding incorrect personal details.

General Data Protection Regulations (GDPR)