Our service standards

Our promise to you

At British Airways Pension Services Ltd. we strive to provide an excellent service. The Trustee has agreed turn-around times with us for each type of work that we carry out and we aim to carry out our work accurately and deal with Scheme members in a courteous way.

If we let you down

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

If your complaint has not been resolved to your satisfaction you may make a formal complaint under the Internal Disputes Resolution (IDR) procedure. We are happy to send you a copy of the IDR procedure if you ask for one. Briefly, the procedure has two stages:

  • At the first stage your complaint is reviewed by British Airways Pension Services Ltd's Head of Legal & Governance.
  • If you are not satisfied with the decision you can appeal and your complaint will be reviewed 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.

Another organisation, The Pensions Advisory Service (TPAS), will help you construct your complaint (at any stage of the process) and provide you with free, independent advice on pension matters.

You can contact the Head of Legal & Governance at British Airways Pension Services Ltd. or the Trustee at the following address:

British Airways Pensions
PO Box 2074
Liverpool
L69 2YL
Tel: 020 8538 2100