- What is role of the Independent Review Panel?
- Who are the Independent Review Panel Members?
- I have already made a complaint to the Equitable Life Payment Scheme and I am not happy with its response. What can I do?
- I believe I have an eligible policy but I have not received a letter or payment from the Scheme. Can I go direct to the Independent Review Panel?
- I have received an Independent Review Panel Request form from the Equitable Life Payment Scheme. What does this mean?
- What is the Independent Review Panel Referral Number?
- I have been advised that the Independent Review Panel cannot consider my case because it does not have an Independent Review Panel Referral Number. Why does the Review Panel need this number?
- What documents do I need to send with the Independent Review Panel Request form?
- I have submitted an Independent Review Panel Request form to the Review Panel. How long will the panel take to review my case?
- How will I know the result of the Independent Review Panel’s review of my case?
- The Independent Review Panel has told me that it has upheld my case. When will I hear more?
- The Independent Review Panel has told me that it has rejected my case but I am still not happy. Can I challenge their decision?
- What is role of the Independent Review Panel?
The Independent Review Panel provide an opportunity for a final review to people whose complaint has not been resolved through the Equitable Life Payment Scheme complaints process when they believe that the Scheme rules have not been correctly applied in their case.
Policyholders must have exhausted all complaint procedures within the Equitable Life Payment Scheme before applying to the Review Panel. The Review Panel’s decision is final. There is no further appeals process once the Review Panel’s decision has been issued.
Back to the top - Who are the Independent Review Panel Members?
The Panel members are independent from the Scheme and have not been involved in creating the Scheme rules or the procedures for implementing them. Click here for more information on the three members of the Independent Review Panel and their professional experience.
Back to the top - I have already made a complaint to the Equitable Life Payment Scheme and I am not happy with its response. What can I do?
If your complaint has not been resolved by the Equitable Life Payment Scheme complaints process and you believe that the Scheme rules have not been correctly applied in your case, you can request a final review of your case by the Independent Review Panel.
The Scheme will write to advise you if it cannot take your complaint further. If you decide that you would like a final review of your case you should write to inform the Scheme.
The Scheme will provide you with an Independent Review Panel referral number and a Review Panel Request form which you should complete and send to the Review Panel within three months of the date of letter from the Scheme. You will normally receive a reply to your request for a final review from The Independent Review Panel Secretary within two weeks of the receipt of your Review Request form.
Back to the top - I believe I have an eligible policy but I have not received a letter or payment from the Scheme. Can I go direct to the Independent Review Panel?
No this is not possible, as you need to complete the Equitable Life Payment Scheme complaints process first.
It is important to note that not all Equitable Life policies are eligible for the Equitable Life Payment Scheme. You can find details of which policies are eligible from the Scheme website at http://equitablelifepaymentscheme.independent.gov.uk/
If you believe your policy is eligible, you can write to the Scheme at the address below with details of your policy number(s) and the reasons why you think your policy is eligible.
Equitable Life Payment Scheme
PO Box 4110
Glasgow
G58 1EL
Back to the top - I have received an Independent Review Panel Request form from the Equitable Life Payment Scheme. What does this mean?
If you have completed the complaints process, the Equitable Life Payment Scheme will write to advise you that you may, if you wish, apply to the Independent Review Panel to have your case reviewed. The Scheme will provide you with an Independent Review Panel referral number and a Review Request form. If you decide you would like a final review of your case to be carried out you should complete and send the form to the Independent Review Panel at the address here.
Click here for more information on the Independent Review Panel process
Back to the top - What is the Independent Review Panel Referral Number?
The Independent Review Panel Referral Number is the number that is sent to you when the Equitable Life Payment Scheme cannot take your complaint any further. You must quote this number on the Independent Review Panel Referral form and in all correspondence with the Independent Review Panel.
The Independent Review Panel cannot consider your case unless you have entered the Independent Review Panel Referral Number on your Review Request form.
Back to the top - I have been advised that the Independent Review Panel cannot consider my case because it does not have an Independent Review Panel Referral Number. Why does the Review Panel need this number?
Any case that is submitted to the Review Panel without having first gone through the Scheme’s complaints procedure, cannot be considered. The Independent Review Panel referral number is sent at the end of the Scheme’s complaints process so that the Review Panel can be sure that complaints process has been completed.
If you have not registered your complaint with the Equitable Life Payment Scheme, you can write to them at the following address;
Equitable Life Payment Scheme
PO Box 4110
Glasgow
G58 1EL
Back to the top - What documents do I need to send with the Independent Review Panel Request form?
The Equitable Life Payment Scheme will provide the Independent Review Panel with copies of your complaint and all documents that you have already sent to the Scheme. You only need to send any documentation that has not already been provided to the Scheme.
We recommend that you send copies and not original documents, unless these are specifically requested.
Back to the top - I have submitted an Independent Review Panel Request form to the Review Panel. How long will the panel take to review my case?
Normally you will hear from the Review Panel within three months, although it may take longer if the case is complex, or if further evidence is needed e.g.if there is a dispute over ownership of the policy. In this case, the Panel Secretary will write to you to explain the delay and make any further requests for evidence.
Back to the top - How will I know the result of the Independent Review Panel’s review of my case?
You will receive a letter from the Review Panel which will include its decision and the reasons why the decision was made.
Back to the top - The Independent Review Panel has told me that it has upheld my case. When will I hear more?
The Review Panel’s decision will also be communicated to the Scheme. If a recalculation is required as a result, the Panel will tell the Scheme and it must act on those instructions. Any further communication with you will be made by the Scheme.
You should be aware that if your case is upheld and a recalculation of your payment is required the value of your payment may go down or up, or stay the same.
Back to the top - The Independent Review Panel has told me that it has rejected my case but I am still not happy. Can I challenge their decision?
No, it is not possible to challenge the decision of the Independent Review Panel. The decision of the Review Panel is final and there is no further appeal process.
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