Internal Dispute Resolution (IDR)
Internal Dispute Resolution (IDR) is the name given to the formal Civil Service Pensions complaints procedure. Virtually all occupational pension schemes must operate IDR.
Under IDR you can complain about anything to do with your Civil Service pension. Most complaints are about a decision or action that the scheme administrator has taken.
IDR has two stages. You must put your complaint in writing at both stages.
- First stage your scheme administrator will give you a written explanation of the decision or action that they have taken.
- Second stage if you feel that what the scheme administrator tells you does not resolve things, you can complain to us. We too will give you a written decision, either upholding or rejecting the decision made by the scheme administrator. We will also tell you of your further appeal rights to the Pensions Ombudsman.
You can ask your scheme administrator to give you appeal forms for both IDR stages. The IDR Code of Practice requires pension schemes to make decisions within 4 months per stage. Our target for decisions is 2 months per stage. You can ask the Pensions Advisory Service (OPAS) for help at any time. Their phone number is 0845 601 2923.
For more information on IDR, download the following booklet:
