Complaints policy and procedures

Open Trustees Limited is a subsidiary company of the law firm, Osborne Clarke LLP. Solicitors Regulation Authority (SRA) Transparency Rules require us to publish details of our complaints handling procedure. These details are set out below.

Please note however that if you have a complaint in relation to a specific pension scheme, this complaint must be brought under the scheme’s Internal Dispute Resolution Procedure (IDRP). A copy of the scheme specific IDRP can be provided on request to your usual scheme contact or by email at

Open Trustees’ general complaints policy and procedures

We at Open Trustees aim to provide a high quality service at all times. Sometimes a complaint will be made and when this happens we believe it is crucial that this is handled responsibly and with courtesy. It is our priority to preserve your goodwill, particularly if things have gone wrong.
We will treat any complaint with the utmost seriousness. Our policy is to listen carefully and involve you fully in the process of resolving the complaint. If you are unhappy about the outcome of our investigation into your complaint, you have a right of appeal to our Managing Director who will review the complaint in its entirety.

Who will handle your complaint?

We aim to have one contact for you to talk through your complaint and to remain your key contact throughout the complaints procedure. Any complaint received by a Secretary, Scheme Manager or Pensions Manager will be referred to a Director for investigation.

Your complaint

We will keep a record of your complaint both so that we can monitor the situation and, if appropriate, learn how our service can be improved.
If your complaint is considered by us to require notification to the Pensions Regulator (tPR) the necessary notification will be made by the Pensions Manager. We will comply with all requirements of tPR to help investigate and resolve any issues.


If, upon investigation, we believe your complaint is justified, we will endeavour to offer a fair solution or compensation. If we do not feel that your complaint is justified, we will let you know why.


If you are unhappy with our decision you should write to our Managing Director, within 5 working days of receiving our decision letter. He will review the decision and respond to you within 2 weeks of receiving your letter.


The timetable we will follow in order to bring about a quick and satisfactory solution to your complaint is set out in the table below.

When your complaint is madeWe will rectify the complaint immediately if possible. If we feel the complaint is not something that can be dealt with immediately, we will escalate it to a Director. If this is the case, we will endeavor to follow the timetable below.
Within 3 working days of your complaintWe will acknowledge your complaint in writing and the Pensions Manager or a Director will ring you or contact you by email to ensure that they understand the basis of the complaint.
Within 3 weeks of acknowledging your complaintWe will write to you with the outcome of our investigation and offer a remedy if the complaint has been found to be justified. In some circumstances it may not be possible to complete the investigation within the time stated. If this is the case we will let you know in writing when we hope to complete it.
Within 5 working days of receiving our written response to your complaintPlease write to the Managing Director if you are not happy with our response and the outcome of our investigation.
Within 3 working days of receipt of your request to appealWe will acknowledge your appeal.
Within 2 weeks of receipt of you request to appealThe Managing Director will respond to you with reasons for his decision.


Further recourse to appeal

If you are dissatisfied with the way that we have handled your complaint or if you are concerned about our behaviour, the Solicitors Regulation Authority may be able to help you. The professional rules made by the SRA can be found at

If we cannot resolve your complaint you may be eligible for support from The Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case. Details of eligibility are set out on their website. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, including eligibility criteria, please contact them.
Telephone0300 555 0333 (lines open between 9.00am and 5.30pm)

By postLegal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ