THIS TIMELINE:
- Gives you an idea of the Plan Administrator’s typical administration steps and how any complaints are processed. In particular, it shows which documents you need to provide and when, as well as how to provide them.
- Assumes that the Plan Administrator gets all the information they need from you, and it is complete.
WHAT YOU NEED TO DO
Contact the Plan Administrator
Set out details of your complaint in an email including details of any paperwork.
Email them at honeywellpensions@willstowerswatson.com (you will need to pass security checks).
By phone: you’ll need your National Insurance (NI) number, date of birth and full address that we hold on our files.
By email: you should include the last four characters of your NI number, month of birth and postcode that we hold on our files.
What the Plan Administrator will do
The Plan Administrator will respond to you within two weeks to explain the position in detail and any next steps.
If you’re not satisfied with the Plan Administrator’s response, you can decide to move to Stage 1 of the Internal Dispute Resolution Procedure
You will need to:
- Put details of your dispute in writing.
- Cover full details of the complaint.
- Give full name, date of birth and NI number of the Plan member who is making the complaint, or you’re making the complaint on behalf of.
- Who any correspondence should be sent to.
Stage 1: What the Plan Administrator and the Trustee will do
The Plan Administrator will send you an acknowledgement of your complaint within two weeks of receipt of the complaint along with details of the MoneyHelper pensions support available on 0800 011 3797 and the fact that the Pensions Ombudsman may investigate and determine complaints and disputes. MoneyHelper is part of the Money and Pensions Service.
The Pensions Governance Group and a nominated Trustee Director will consider your complaint and they will send you a response within two months or sooner. You will be told in writing, details of any actions or decision made on the complaint, including an explanation of the decision and details of any right to appeal.
If you’re not satisfied with the Stage 1 response to your complaint, you can move to Stage 2 of the Internal Dispute Resolution Procedure
If you’re not satisfied with the response, you can raise it with the Trustee up to six months from receiving the response to Stage 1.
You should write to:
Honeywell Pension Trustees Ltd3 Falcon GateShire ParkWelwyn Garden CityHertfordshireAL7 1TW
You should set out:
- Details of the complaint.
- Why you’re dissatisfied with the Stage 1 decision.
- A copy of the Stage 1 decision.
Stage 2: What the Plan Administrator and the Trustee will do
The Trustee will consider the complaint again, with evidence from anyone involved, and they will decide what action is needed to resolve the complaint.
The Trustee should respond within two months from when they had your Stage 2 complaint in writing.
If the complaint is too complex to resolve within two months, we will send you a letter explaining the delay.
The Trustee will send you written notice of their decision, including an explanation if it differs from the first decision. The notice will also explain how you can pursue your complaint with the Pensions Ombudsman.
You can contact the Pensions Ombudsman at: www.pensions-ombudsman.org.uk
Email: enquiries@pensions-ombudsman.org.uk
Telephone: 0800 917 4487 Monday to Friday, 10am to 2pm.