The Trustee of the Thales UK Pension Scheme recognises that from time to time problems or misunderstandings may arise in connection with an employee’s membership of the Scheme. In recognition of this and in accordance with the requirements of pension law, the Trustee has approved the Internal Dispute Resolution Procedure (IDRP) set out below which can be downloaded. Alternatively, in the first instance you may wish to make a complaint with Equiniti. 

If you wish to make a complaint:

Whilst we, Equiniti, always try to do things accurately and on time we recognise that things can, and sometimes do, go wrong. If you feel that we have let you down, or failed to live up to your expectations or those promised, then there are several things you can do.

Initially you should call the helpline and ask for the Team Leader.  They will be empowered to deal with your problem and to put things right if they can or to reach an amicable solution with you.

If you make a complaint we will:

• Log and track the resolution of the complaint through to a conclusion.
• Report this to the Trustee of the Pension Fund.
• Acknowledge your complaint in writing within 2 working days of its receipt.
• Provide you with a full explanation of what went wrong and why and what we will do about it within 10 working days.

If you consider that your question, query or issue has not been answered to your satisfaction, then you may wish to refer the complaint to the Trustees.  In which case you should use the Internal Dispute Resolution Procedure (IDRP) below: