What if I have a question or complaint?
Any questions you may have about Pace can be answered by reading the relevant pension guides or asking for more information.
If you’re a member of Pace DC, you should contact Legal & General. If you have a query regarding benefits in Pace DB, you should contact the Co-op Pensions Department in the first instance.
Legal & General
For questions about Pace DC
DC Pensions
Legal & General
PO Box 1560
Peterborough
PE1 9AP
The Pace DC helpline: 0345 026 8689
Email: cooppensions@landg.com
Co-op Pensions Department
For questions about Pace DB
Pensions Department
Department 10406
1 Angel Square
Manchester M60 0AG
Phone: 0330 606 1000
Email: staffpensions@coop.co.uk
If you have a complaint about Pace, and you haven’t been able to sort it out by speaking to Legal & General or the Co-op Pensions Department, there is a formal Internal Dispute Resolution Procedure that should be followed: Internal Dispute Resolution Procedure. Some complaints may include concerns about how personal data has been processed, as well as issues relating to the administration of benefits. Where a complaint relates solely to the processing of personal data, it will normally be considered under the Trustee’s Data Protection Complaints Procedure rather than the Internal Resolution Dispute Procedure.
If you are unsure whether your complaint relates to the administration of your benefits, the use of your personal data, or both, you should only submit one complaint and do not need to submit separate complaints.
Where a complaint is concerned with both data protection and administration of benefits, the Trustee will determine the appropriate process (or processes) to apply.
If we are unable to resolve the complaint with you, then you can refer your complaint to The Pensions Ombudsman.
The Pensions Ombudsman can be contacted at:
Tel: 0800 917 4487
Email: Enquiries@pensions-ombudsman.org.uk
Website: www.pensions-ombudsman.org.uk