Complaints and Internal Dispute Resolution

Internal Dispute Resolution Procedure

Both the Northern Ireland Policing Board (the Board) and PSNI Pensions Branch are required by law to have in place suitable Internal Dispute Resolution Procedures (IDRP). This is because the Board has specific obligations as Police Pension Scheme Manager in Northern Ireland. Similarly, PSNI Pensions Branch has specific duties as the Police Pensions Scheme Administrator

IDRP is a formal complaints procedure which provides recourse for any person who has a complaint relating to their pension. These arrangements allow a complainant to have a complaint fully investigated, and a written response provided by either the Board or PSNI Pensions Branch.

Attached below are the IDRP policies for both the Board and PSNI Pensions Branch;


  2. PSNI Pensions Branch IDRP

Various complaints and issues can be considered under these policies, examples being;

  • The amount of pension you have received/are receiving;
  • Refusal to be allowed to transfer in or out of a scheme; and
  • Refusal of an award under a scheme to include an Injury on Duty award and/or an Ill Health Retirement.

Both PSNI Pensions Branch and the Board’s IDRP policies involve a two stage process. At both stages of the processes specific timeframes must be complied with. Further information in respect of these processes can be found in the attached documents.

If you require assistance with preparing your complaint or you are not satisfied with the outcome of your complaint you may wish to contact The Pensions Advisory Service (TPAS). TPAS provide free and impartial advice in respect of workplace and personal pensions.

If you remain dissatisfied with the outcome of a Stage 2 response under either IDRP policy, you may also wish to contact The Pensions Ombudsman. The Pensions Ombudsman retains legal powers to settle pensions complaints and disputes.

Contact details for both services are as follows;

The Pensions Advisory Service

The Pensions Ombudsman

11 Belgrave Road
10 South Colonnade
Canary Wharf
E14 4PU
Pensions Helpline: 0800 011 3797
Overseas Helpline: +44207 932 5780

0800 917 4487


Unacceptable Customer Behaviour

The Board recognises that bringing a complaint can be a stressful experience. The Board also has a duty to ensure the safety and well-being of its staff. The Board therefore has in place a policy which sets out its approach to complainants whose actions or behaviours the Board deems to be unacceptable.

The Board will take action to protect staff from behaviour considered unacceptable and as such will not accept communication that is considered;

  • Aggressive and/or threatening
  • Intimidating
  • Unreasonably persistent and/or demanding
  • Anything that cause staff to feel upset, threatened, frightened or physically at risk owing to their work with the Board.

This policy applies also to incident that take place outside the workplace, during non-working hours if it can be demonstrated that the incident can be directly connected to Board work.

Selected Medical Practitioner Complaint Policy

The Board is committed to providing a professional service in the administration of benefits related to ill health and injuries on duty. This commitment extends to assessments carried out by the Board’s panel of Selected Medical Practitioners.

If however you are dissatisfied with a Selected Medical Practitioner’s conduct, to include the standard of service provided or their conduct during an assessment, you may raise a complaint through the Selected Medical Practitioner Complaint Policy.