LIFETRACK
Help
Contact details
Administrator of RWE Group, WTW
If you need any further help about the RWE Group, the contents of this guide, or your benefits, please contact the Administrator of RWE Group, WTW:
WTW Admin Team: RWE pensions, Sunderland, SR43 4JU
WTW Payroll Team: RWE pensions, Pensions Payroll Services, Sunderland, SR43 4JU
Group Administrator
The Group Administrator acts as the Secretary to the Group Trustees. If you have problems accessing this website you can contact the Group Administrator at:
The Group Administrator,
RWE Group of the ESPS,
Pinsent Masons Pensions Services,
30 Crown Place,
London EC2A 4ES
Contacting Mercer Master Trust about your AVCs
This is operated by Mercer and administered by Scottish Widows. You can contact them at:
Visit the website or write to:
Scottish Widows Workplace Savings,
PO Box 24173,
69 Morrison Street,
EDINBURGH, EH3 1HP
Internal dispute resolution procedure (IDRP)
The Group Trustees aim to administer and manage the RWE Group to high standards but there may be times when you are unhappy about an issue concerning your benefits or your membership of the RWE Group in general.
Most queries and problems can be quickly and informally sorted out without the need to use any formal procedures. You should first refer any query or problem to the Administrator of RWE Group, WTW.
If you have a query or problem in relation to the RWE Group that you have not been able to resolve informally with the Administrator of RWE Group, WTW, there is a two-stage formal process you can use. This is known as the RWE Group’s Internal Dispute Resolution Procedure (IDRP).
If you wish to make a complaint under the RWE Group’s IDRP, please contact the Administrator of RWE Group, WTW, to request the relevant form.
Under Stage 1 of the IDRP, your complaint will be considered by the Group Administrator.
If you are not satisfied with the decision to your complaint under Stage 1, you can ask for your complaint to be considered by the Group Trustees under Stage 2 of the IDRP by making a written application within six months of the date of the Stage 1 decision.
A copy of the RWE Group’s IDRP is available on request from the Administrator of RWE Group, WTW.
The Pensions Ombudsman (TPO)
If you are unable to resolve a complaint through RWE Group’s IDRP steps outlined on this page, at that stage you can refer your complaint to TPO. TPO can look at complaints about the way personal and occupational pension schemes are run. This includes things like:
taking too long to do something without good reason
not doing something they should have
not following their own rules or the law
giving incorrect or misleading
not making a decision in the right way.
Contact with TPO needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.
TPO can be contacted at:
10 South Colonnade
Canary Wharf
London
E14 4PU
Phone: 0800 917 4487
Disclaimer
This guide is a summary of the main provisions of the RWE Group relevant to you and your benefits. It is not, and is not intended to be, a summary of every detail of the RWE Group or to cover every set of circumstances.
The RWE Group’s detailed benefit provisions are set out in its formal governing documents, the trust deed and rules. This guide summarises the benefits provided by the RWE Group and its related provisions. Whilst every effort has been made to summarise the benefits and provisions of the RWE Group accurately, if there are any differences between this guide and the trust deed and rules, the trust deed and rules (as amended from time to time) will apply and override the terms of this guide.
This guide is dated January 2025. Every effort has been made to ensure the guide is up to date and accurate at the time of writing, however, subsequent changes to the RWE Group’s governing documents, applicable legislation and/or the tax regime may consequently affect its accuracy or completeness.