Complaints

We know that sometimes things go wrong and, in the unlikely event this happens, we want to put it right. As a valued client of Capita Employee Benefits, we want you to tell us if our advice or service does not meet your expectations. We take all client dissatisfaction seriously and seek to use the lessons learned to improve the way we do things.

Although we always aim to deliver the highest standards of service, we know that mistakes will occur from time to time so we offer you these promises:

• We will acknowledge complaints promptly
• We will investigate as quickly and as thoroughly as possible
• We will keep you advised of our progress
• We will do everything we can to resolve complaints quickly and fairly
• We will use the lessons learned from our mistakes to continuously improve our systems and procedures

Making a complaint about employer-sponsored arrangements
If your complaint is about a group arrangement (by this we mean a scheme you participate in via your employer) such as a group pension plan, a group life policy or a group protection arrangement; then write to us at:

By e-mail:
customer.relations.pensions@capita.co.uk

By letter:
Customer Relations Team 
Capita
Hartshead House
2 Cutlers Gate
Sheffield
S4 7TL

Alternatively, you can call us on 0114 273 7331 Lines are open 9 am to 5 pm Monday to Friday (calls will be charged at standard rates).

We will deal with your complaint as quickly as possible, sending you a letter within five working days confirming who will deal with your complaint and what the next steps are.

An experienced person will deal with your complaint, keeping in touch and informing you of progress.

After looking into your complaint, we will write to tell you our decision and confirm what we will do or what else you may need to do. If you disagree with our decision, feel we have misunderstood anything, or you have any extra information that you consider to be salient to your case please let us know.

If however, you do not accept our final decision, various referral options may be available to you dependent upon the circumstances of your complaint.

If your complaint relates to a pension scheme, you may be able to escalate your complaint to your Scheme Trustees following the scheme’s Internal Dispute Resolution Procedure (IDRP) or make application to either the Financial Ombudsman Service (FOS) or the Pensions Advisory Service (TPAS) which may act in independent arbitration.

The IDRP and both Ombudsman services usually expect customers to allow Capita Employee Benefits the opportunity to address their complaints before contacting them unless there has been an undue delay. We’ll let you know which of these routes you can take and contact details will be provided to you at that point.

If your complaint cannot be resolved to your satisfaction and you are seeking resolution as a private individual, or as a business enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed 2m Euros, a charity or trust with an annual turnover of less than £1 million, you may refer the matter to:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR 
 
Telephone number: 0845 080 1800
complaint.info@financial-ombudsman.org.uk