We know things can go wrong from time to time. If that happens, our aim is to resolve your complaint in a fair and timely way.

If you feel we have not met the standards you would expect, please contact us as soon as possible so that we can try to put the matter right. In the first instance, you might like to write to our Head of Member Services who will help you.

If you are not happy with our response to your complaint, you can ask for it to be considered under our Internal Disputes Resolution (IDR) procedure. This is provided free of charge and you do not need to pay for legal or other advice before you start the IDR procedure. You can download information about this procedure below. Briefly, the procedure has two stages:

Stage one – your complaint must be made in writing and include an outline of the facts and the reason you are making the complaint. It is helpful to include as much information as you can, including details and dates of any conversations relating to your complaint, and copies of correspondence you have sent and received in relation to the matter. Your complaint is reviewed by British Airways Pensions General Counsel.

Stage two - if you are not satisfied with the decision you can appeal and your complaint will be reconsidered by the Trustee.

If you are still dissatisfied with the outcome you can take your complaint to The Pensions Ombudsman. The Pensions Ombudsman will usually only investigate a complaint after it has been through both stages of IDR. The Pensions Ombudsman service is also free of charge. 

You can contact the General Counsel at British Airways Pensions address.

APS IDRP Leaflet

NAPS IDRP Leaflet

Another organisation, MoneyHelper, can help you construct your complaint (at any stage of the process) and provide you with free, independent advice on pension matters.