NHS Pension

NHS Pension Internal Dispute Resolution Procedure (IDRP) Explained

FP FrontlinePay Editorial
Updated September 2026

Independent guidance — not affiliated with NHS England or DHSC

Short answer

If you disagree with an NHS Pensions decision, the formal route is the Internal Dispute Resolution Procedure (IDRP) — a two-stage process required by pensions legislation. Stage 1 is a review by a Disputes Officer, who aims to reply within two months of receiving your completed DRP1 application. If you're still unhappy, you can ask for Stage 2 — a second review by a Disputes Manager who wasn't involved in Stage 1 — within six months of the Stage 1 decision, again with a two-month target response. If IDRP doesn't resolve things, the final escalation route is The Pensions Ombudsman, which will normally expect you to have completed IDRP first, and generally expects a referral within three years of the event you're complaining about (or three years from when you became aware of it, if later).

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This guide sets out the actual stages and timelines as published by NHS Pensions, not a generic description borrowed from a different pension scheme — IDRP timelines and the specific form used do vary between schemes. It's independent guidance and not affiliated with NHS Pensions, the NHS Business Services Authority, NHS England, DHSC or The Pensions Ombudsman.

Before a formal complaint: early resolution

Not every disagreement needs to go straight to a formal IDRP application. If NHS Pensions' member helpline can't resolve your concern on the spot, it's referred internally to the Complaints and Disputes team to look into further — this early resolution step is generally quicker than a full IDRP Stage 1 review and resolves many issues without needing a formal application at all.

ℹThe Pensions Ombudsman also offers informal early help

Separately from NHS Pensions' own early resolution step, The Pensions Ombudsman runs its own Early Resolution Team, which can help you think through how to raise a concern even before you've started IDRP. Phone 0800 917 4487 (select the option to discuss a potential complaint) or email helpline@pensions-ombudsman.org.uk. This is guidance, not a decision on your case — a binding determination only comes once the Ombudsman formally investigates, which normally happens after IDRP.

Stage 1: your first formal review

1

Complete form DRP1

This is NHS Pensions' Internal Dispute Resolution Stage 1 application. You'll need your full name, address, date of birth, National Insurance number, membership number, and a clear written explanation of what you're disputing and why. If you're claiming financial loss, attach evidence of it; if your complaint concerns an ill health decision, attach any additional medical evidence not previously seen by NHS Pensions before you submit.

2

Send it to the Disputes Officer

Post it to: The Disputes Officer, NHS Pensions, PO Box 683, Unit 5, Newcastle Upon Tyne, NE5 9EE. If you're acting on someone else's behalf, you'll also need their written authorisation on the form.

3

A Disputes Officer reviews your case

They'll consider each point raised, check the relevant scheme regulations, and respond in writing — explaining the decision, whether anything has changed from the original decision, and the name of who to contact for Stage 2 if you remain unhappy.

4

Receive a decision

NHS Pensions aims to reply within two months of receiving your completed application. If they can't meet that, they'll write to tell you why and give you a date for the full response, and keep you updated on progress in the meantime.

Stage 1 target response time

2 months

From receipt of your completed DRP1 application — NHS Pensions will write to explain any delay

Stage 2: asking for a second review

If you're dissatisfied with the Stage 1 outcome, you're entitled to have your case looked at again.

  • ✓ You must ask for a Stage 2 review within six months of your Stage 1 decision
  • ✓ A different person — a Disputes Manager who wasn't involved in your Stage 1 review — carries out the second review
  • ✓ NHS Pensions again aims to reply within two months, and will write to explain and give a date if that's not possible

The Pensions Ombudsman: the final escalation route

If Stage 2 still doesn't resolve your complaint, The Pensions Ombudsman (TPO) is the independent, final escalation route for NHS Pension Scheme disputes.

  • ✓ TPO will normally require you to have completed NHS Pensions' IDRP first
  • ✓ You generally need to refer your case to TPO within three years of the event you're complaining about, or three years from when you first knew (or ought reasonably to have known) about it, if later — this time limit can occasionally be extended in limited circumstances such as serious ill health
  • ✓ Contact: phone 0800 917 4487, or write to The Pensions Ombudsman, 10 South Colonnade, Canary Wharf, London E14 4PU — further detail is at pensions-ombudsman.org.uk
  • ✓ You can't ask NHS Pensions for an IDRP decision on a matter if court or tribunal proceedings about it have already begun, or if TPO has already started investigating a complaint or dispute about the same disagreement

What to include in your complaint, to avoid delay

  • ✓ Your full name, address, date of birth, National Insurance number and NHS Pension membership number
  • ✓ A clear, specific explanation of what decision you're disputing and why you disagree with it
  • ✓ Dates and names relevant to your complaint, set out as precisely as you can
  • ✓ Any supporting documentation — financial loss evidence, or, for ill health disputes, additional medical evidence not previously seen by NHS Pensions
  • ✓ If someone is representing you, their name, relationship to you, and your signed authorisation for them to act on your behalf

⚠Missing information delays your case

NHS Pensions' own guidance is explicit that failing to provide any of the required information will delay your application — and for ill health disputes, they won't review your case until all the medical evidence you want considered has actually been received, so don't submit the form before you've gathered it.

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Why you can rely on this page

  • ✓ Stages, timelines and contact details are drawn directly from NHS Pensions' own published Complaints and Disputes procedure and DRP1 application form, and The Pensions Ombudsman's own published time limits — not a generic description borrowed from a different pension scheme
  • ✓ We flag where NHS Pensions' guidance doesn't give a single hard deadline (starting a Stage 1 complaint) rather than inventing one
  • ✓ This guide is not affiliated with NHS Pensions, the NHS Business Services Authority, NHS England, DHSC or The Pensions Ombudsman

How to Contact NHS Pensions

The current phone number, email and postal address, and what to have ready.

NHS Ill Health Retirement Explained

The two-tier system a disputed ill health decision is assessed against.

Common NHS Pension Mistakes to Avoid

A consolidated checklist of avoidable errors, including administrative ones like this.

This guide is provided for general information only, is not affiliated with NHS Pensions, the NHS Business Services Authority, NHS England, the Department of Health and Social Care or The Pensions Ombudsman, and is not legal advice. For your own dispute, use NHS Pensions' current forms and guidance directly.

Frequently asked questions

Do I have to go through IDRP before I can complain to the Pensions Ombudsman? +
In almost all cases, yes — the Pensions Ombudsman will normally require you to have been through NHS Pensions' Internal Dispute Resolution procedure first, so that NHS Pensions has had a proper opportunity to review the decision internally before an external body gets involved. The Ombudsman's own Early Resolution Team can still help informally at any point if you need guidance on raising your concerns.
How long do I have to start a Stage 1 complaint? +
NHS Pensions' guidance doesn't set a single universal cut-off printed on the Stage 1 form itself, but don't delay — raise a complaint as soon as reasonably possible after the decision you disagree with, since evidence and your own records are freshest at that point, and some related time limits (such as the Pensions Ombudsman's) run from the original event rather than from when you eventually raise it.
How long do I have to ask for a Stage 2 review if I disagree with the Stage 1 outcome? +
Six months from the date of your Stage 1 decision. If you miss that window, you may lose the right to a Stage 2 review of that specific decision, so don't sit on a Stage 1 outcome you're unhappy with.
Will using IDRP affect my pension payments while it's being reviewed? +
Raising a complaint doesn't stop NHS Pensions administering your scheme membership in the meantime, and benefits already in payment generally continue. If your complaint is specifically about a decision affecting what you're currently being paid, say so clearly in your application so it can be considered alongside the dispute.
Can someone else make a complaint on my behalf? +
Yes — a nominated representative can act for you, but you'll generally need to provide their details and sign to authorise them, and NHS Pensions may ask for a form of authority before discussing your case with someone other than you.
What if my complaint is about an ill health retirement decision specifically? +
The same two-stage IDRP applies, but the Stage 1 form asks you to flag that your complaint relates to an ill health decision, and recommends you hold back submission until you've gathered any additional medical evidence you want considered — NHS Pensions won't be able to review the dispute properly until that evidence is in.

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