To make sure that any complaint is looked into with care, the MNOPF has an internal dispute resolution procedure. It is open to any member of the MNOPF and anybody who has a claim on the MNOPF.

The first step is for you to write to the person at MNPA Ltd (MNPA) who is dealing with your case. Please say why you are not happy with the way in which they have handled your case. If you are not satisfied with the reply and wish to take things further, you can enter Stage 1 of the procedure.

Stage 1

Write and ask for a DISPUTE RESOLUTION APPLICATION FORM (STAGE 1) from:

The Director of Pensions
MNOPF Trustees Limited
Ashcombe House
The Crescent
Leatherhead
Surrey KT22 8LQ

When the form arrives, fill it in and send it back to the Director of Pensions. He will tell you that the form has arrived and will ask you for any further facts he needs. Within two months of getting the facts that he needs to deal with your complaint, he will write back to you. If he has not been able to deal with your complaint by then, he will tell you why and will say when he expects to be able to do so.

If the Director of Pensions thinks that the issue you have raised is one which should go to the trustees, he will tell you that he has passed it to them and when you can expect a reply. You will then enter Stage 2 of the procedure.

Stage 2

If the Director of Pensions has not passed your case to the trustees and you are not happy with his reply, you can ask for your complaint to go to the trustees. To do this, write to the Director of Pensions for a DISPUTE RESOLUTION APPLICATION FORM (STAGE 2). You need to fill it in and return it to him within 6 months of the day you got his reply under Stage 1.

You will be told that the form has arrived. When the trustees will be able to deal with it depends on the dates of their meetings, but you will be told when this is likely to be.

Outside help

TPAS, The Pensions Advisory Service is available to help members and beneficiaries over any difficulty with the scheme which remains unresolved. You can get in touch with TPAS by post at 11 Belgrave Road, London SW1V 1RB, by telephoning their national helpline number +44 (0)845 601 2923 or by fax on +44 (0)207 233 8016. Their web site is at www.opas.org.uk and the e-mail address is enquiries@pensionadvisoryservice.org.uk