Got A Problem?

If you have a problem either about the Fund in general or in respect of your own benefits you should contact MNPA or complete the Enquiry Form

You should give MNPA all the information they need about your problem so they can resolve it quickly.

Where any problems cannot be resolved with MNPA, the MNRPF has a formal procedure to resolve any disputes between Trustees and members, prospective members and beneficiaries. The dispute procedure is set out below.

As required by the Pensions Act 1995, the Trustees have agreed the following procedure for dealing with members’ complaints and disputes.

If you are a member of the MNRPF or any other person with a potential claim on the MNRPF (or believe you have a claim), and you are dissatisfied with or have some other complaint in regard to the way in which your case has been handled you should in the first instance express your dissatisfaction or complaint in writing to the person at Merchant Navy Pensions Administration Limited (MNPA) who is dealing with your case and who will respond promptly to your communication. If you remain dissatisfied, and you wish to take the matter further, you should proceed as follows.

Stage 1

Obtain a DISPUTE RESOLUTION APPLICATION FORM (STAGE 1) by writing to the Operations Director, MNPA, Leatherhead House, Station Road, Leatherhead Surrey KT22 7ET.

You should complete the form and send it to the above address. It will be acknowledged and, if necessary, you will be asked for further clarification of details on the form. At this stage your complaint will be dealt with by the Operations Director and you should expect to receive his response within two months from either the date of receipt of your completed form or by the date that any further information requested has been received. If the Operations Director is not able to give his response within that two month period you will be notified of the reason for the delay and the date when it is expected a decision will be given.

If the Operations Director considers that the issue you have raised is one which should be decided by the Trustees of the MNRPF he will notify you accordingly and tell you when the Trustees response is likely to be received. Your case will then be dealt with under the Stage 2 procedure.

Stage 2

If you are not satisfied with the response from the Operations Director (and your case has not be referred to the Trustees) you can ask for your case to be referred to the Trustees. In that event you should obtain from the Operations Director a DISPUTE RESOLUTION APPLICATION FORM (Stage 2) which you should complete and return as quickly as possible. The date when the Trustees can give a decision will be determined by the date of their meetings, and you will be notified of the date when you should expect to receive the Trustees response.

If you are not satisfied with the Trustees response you can contact OPAS (see below).

If still not resolved, the matter can be referred to the Pensions Ombudsman at the same address as OPAS.

OPAS, the Office of the Pensions Advisory Service, is available at any time to help members with any pensions query or difficulty. It is not necessary to go through the formal internal disputes procedure first. You can get in touch with OPAS by post at 11 Belgravia Road, London SW1V 1RB or by telephone on 0845 601 2923.