To make sure that any complaint is considered 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. You should state why you are not happy with the way in which your case has been handled. If you are not satisfied with the reply and wish to take things further, you can enter Stage 1 of the Procedure.
You should request in writing a DISPUTE RESOLUTION APPLICATION FORM (STAGE 1) from:
Pensions Executive and Scheme Secretary
MNOPF Trustees Limited
Leatherhead House
Station Road
Leatherhead
Surrey KT22 7ET
When the form arrives, you should complete it as fully as possible and return it to the Pensions Executive and Scheme Secretary. You will be advised when the form has arrived and will be asked for any further facts, if required. Once all the facts have been obtained that are needed to deal with your complaint, you will receive a reply. If there is a delay in obtaining the facts, you will be advised the reason why and the timescale in which you can expect to receive a full reply.
If the Pensions Executive and Scheme Secretary thinks that the issue you have raised is one which should be considered by the Trustee, then you will be advised that your complaint has been passed to them and when you can expect a reply. You will then enter Stage 2 of the Procedure.
If the Pensions Executive and Scheme Secretary has not referred your case to the Trustee and you are not happy with the Stage 1 reply, you can ask for your complaint to be considered by the Trustee. To do this, you should write to the Pensions Executive and Scheme Secretary requesting a DISPUTE RESOLUTION APPLICATION FORM (STAGE 2). You should complete it as fully as possible and return it to the Pensions Executive and Scheme Secretary within 6 months of the date you received the reply under Stage 1.
You will be advised when the form has arrived. When the Trustee will be able to consider your case depends on the dates of their meetings, however you will be advised when this is likely to be.
The Pensions Advisory Service (TPAS) 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.pensionadvisoryservice.org.uk and the e-mail address is enquiries@pensionadvisoryservice.org.uk