How to File a Complaint with the Armed Forces Pension Scheme

Before You Make a Complaint

If you’re dissatisfied with how your Armed Forces Pension Scheme (AFPS) membership has been managed, contact the scheme administrator first to address any errors. This informal discussion does not affect your right to pursue a formal complaint through the Internal Dispute Resolution Process (IDRP).

What You Can Complain About

All complaints must be submitted through the Internal Dispute Resolution Process (IDRP). You may file a complaint if you believe the scheme administrator:

• has acted beyond their authority or failed to fulfill their responsibilities
• has caused unreasonable delays in processing
• has provided inaccurate information
• has made an unfavourable decision regarding your case
• has not followed the established scheme rules

For disputes specifically about tier awards, consult the tier award factsheet for details on entitlement calculations.

What Cannot Be Complained About

The following matters fall outside the complaint process:

• salary or employment-related concerns
• other armed forces benefits, such as the War Pension Scheme or Armed Forces Compensation Scheme
• challenges to the fundamental rules of the pension scheme

Who Has the Right to Complain

Eligible complainants include:

• current AFPS members
• recipients of AFPS pensions
• widows, widowers, or surviving civil partners and nominated partners of deceased members
• children of members or prospective members
• pension credit members, including former spouses who became members through court orders

Individuals who believe they are entitled to an AFPS pension may also submit complaints.

Representing Someone Else

You may appoint a representative to file a complaint on your behalf. Written consent and your signature authorising this representation are required.

How to Submit a Complaint

Complete the online complaint form.

Alternative Submission Methods

Complaints may also be sent via email or postal mail. Include:

• full name, contact number, email address, and postal address
• specific issues prompting the complaint
• desired resolution outcomes
• supporting documentation
• contact history with the Veterans Welfare Service

When representing another person, additionally provide the member’s name and written authorisation from them.

Email: dbs-afpsi-authority@mod.gov.uk

Complaint Review Process

Your complaint will be assigned to a desk officer for comprehensive review. Additional information may be requested during this stage.

The case will then be presented to a senior manager (deciding officer) for final determination. A written decision outlining the outcome and rationale will be provided.

While the target resolution period is 60 working days, current high volume may extend processing times. Cases are reviewed chronologically to ensure equitable treatment.

Decision Contents

Decisions will typically include:

• acceptance or rejection status of your complaint
• responses to all complaint aspects
• explanations for conclusions reached
• relevant scheme rules applied
• supporting legislation references, such as Finance Act provisions
• apologies for errors and corrective actions taken

Post-Decision Options

No internal appeal exists for AFPS decisions. Dissatisfied parties may seek independent review through the Pensions Ombudsman.

Pensions Ombudsman Contact

Additional Support

AFPS assistance is available through:

Source link