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Complaints

What to do if you’re unhappy

The first step is to let us know about your concern. You can find out more about our promise in our complaints process.

The easiest way to let us know about your concern is to email us at the email address below.

You can also get in touch these ways

Call us

  • Members: On 0300 2000 555 between 8.30am-6pm Monday to Friday
  • Employers: On 01293 58666 between 8.30am-6pm Monday to Friday
  • Advisers: On 01293 586643 between 8.30am-6pm Monday to Friday

If you’re none of the above or are complaining on behalf of someone, call us on 0300 2000 555. Calls are charged at local rates.

Send us a message

We’ll need a few extra details if you email or write to us:

  • Members: Please include your name, customer number (this appears at the top of any letter we’ve sent you), date of birth or National Insurance number.
  • Employers: Please include your name or business name and account number (if applicable).
  • Advisers: Please include your client’s details – as mentioned above.

If you’re none of the above, please include your name. If you’re complaining on behalf of someone, you’ll need to include their details.

No matter how you contact us, we aim to resolve your complaint as quickly as possible. Our Resolutions team will acknowledge your complaint and let you know how we’re investigating your concerns, and how long we think this will take.

We are committed to providing a high quality, accessible and responsive service to our members, stakeholders and the general public. One of the ways in which we can continue to improve our service to you and to others is by listening and responding to your comments and complaints.

We abide by the requirements of the Trust Deed and the Charity Commission.

We hope you will be fully satisfied with the products, services and advice we provide, but if you have a complaint about our service we want to hear from you. We will take your complaint seriously and will address it and respond to it as quickly as possible.

How to complain

There are two ways to get in touch:

  • Send us an email at CharitableTrust@bandce.co.uk.
  • Write to: Charitable Trust Manager, Building and Civil Engineering Charitable Trust, Manor Royal, Crawley, West Sussex RH10 9QP.

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:

  • Your full name, postal address, telephone number (including dialing code), and email address if you have one.
  • A clear description of the complaint and what you would like us to do to sort things out. Please advise whether it is an original complaint, or a follow-up to a reply you were not satisfied with.

We aim to resolve your complaint immediately – if we can’t – we’ll write to you, and let you know how we’re investigating your concerns and how long we think this will take.

Our promise

We will acknowledge your complaint within five working days.

We hope to respond in full within this time, but if this is not possible we will explain why and give you a date by which you can expect a full reply.

We’ll write to you within eight weeks of receiving your complaint with either:

  • a final response or
  • if we still need more time, we’ll contact you and explain the reason for the delay, letting you know when you’ll receive a final reply
  • if you haven’t received a final reply after eight weeks, you may be able to refer your complaint to the Charity Commission.

We’ll send you a final response:

  • if we were at fault we may offer compensation or another form of redress
  • if we reject your complaint we’ll give you a full explanation.

If you’re unhappy with our final response (or if we’ve been unable to resolve your complaint within eight weeks) and your complaint is regarding the Charitable Trust, you may obtain further information from:

The Charity Commission

Visit the government website who can provide further information on complaining about a charity.

Website: https://www.gov.uk/complain-about-charity

Our promise

If we make a mistake or you’re unhappy with our service, we’ll listen and deal with your complaint fairly and promptly.

We’ll respond to your complaint within 3 working days after the date we receive it

If the Resolutions team can’t resolve your complaint within 3 days, we’ll let you know and your complaint will be passed to the Complaints team to manage the investigation.

  • Our team has the knowledge and skills needed to investigate and resolve your complaint.
  • The person investigating won’t have been directly involved in the cause of your complaint.
  • They’ll have the authority to settle your complaint (or have access to someone who does).
  • They’ll keep in touch with you to update you on progress.

We’ll write to you within 8 weeks of receiving your complaint

We’ll either have a final response or if we still need more time, we’ll explain the reason for the delay, letting you know when you’ll receive a final response.

Our final response to you

If we were at fault, we’ll make every effort to put you in the position had the error not occurred and we may offer a form of compensation. Or if we reject your complaint, we’ll give you a full explanation.

If you’re unhappy with the outcome

If you’re unhappy with our final response, you can get in touch with one of the organisations listed below. The organisation you should contact will depend on whether you’re a member, employer or adviser:

  • Members: Contact MoneyHelper or The Pensions Ombudsman
  • Employers: Contact The Pensions Ombudsman or The Pensions Regulator
  • Advisers: Contact The Pensions Regulator

If you’re none of the above or are complaining on behalf of someone, please contact any of the organisations below.

MoneyHelper

An independent organisation that provides information and guidance to members of the public.

MoneyHelper
120 Holborn
London
EC1N 2TD
0800 011 3797 

www.moneyhelper.org.uk

The Pensions Ombudsman

An independent organisation set up by law to investigate complaints about pension administration. The Pensions Ombudsman will look at the facts without taking sides. They have the legal power to make decisions that are final, binding and enforceable.

The Pensions Ombudsman
10 South Colonnade
London
E14 4PU
0207 630 2200

www.pensions-ombudsman.org.uk/making-complaint

The Pensions Regulator

The UK regulator for work-based pension schemes. They have wide-ranging powers and are able to intervene in the running of pension schemes where trustees, employers or professional advisers fail in their duties.

The Pensions Regulator
Telecom House
125-135 Preston Road
Brighton
BN1 6AF
0345 600 1011

www.thepensionsregulator.gov.uk

If you would like to see data on our previous complaints then go to our People’s Partnership complaints data page.