Who can register a complaint?

You are eligible to register a complaint if you believe that you hold rights against the Pension Fund under the Constitution or Regulations of SSPF.

What can you register a complaint about?

The administration of your pension scheme.
The treatment you have received.

Registering a complaint

You must submit a complaint in writing to the board of management of the Pension Fund. You address your complaint to the Pension Administration and Information department. This can take the form of a letter or an e-mail: pensioenfonds@shell.com. You will receive a reasoned response in writing no later than three weeks after the receipt of your complaint.

Objection and appeal

Objection

If you disagree with the response to your complaint, you can submit an objection to the Managing Director. You must always submit your objection in writing and clearly state your reasons for doing so. You will receive a reasoned response in writing no later than three weeks after the receipt of your objection.

The Board

If you still disagree with the response(s) that you have received to your objection, you may approach the Pension Fund’s Board. You must clearly state your point of view in writing and submit this to the Board.

The Board is obliged to investigate your complaint. It may therefore approach you with a request for more information. If you so wish, you will have the opportunity to explain your position further. The Board determines how and when this explanation will be provided.

The Board reaches a decision no later than four months after receiving the last piece of information it requires relating to the matter. You will be notified of this decision in writing within two weeks after this decision has been reached. If concrete measures have been taken as the result of your complaint, the Board will also inform you of these.

Pensions Ombudsman

If you disagree with the results of the Complaints Procedure, you may approach the Pensions Ombudsman.

Legal proceedings

If you disagree with the recommendation of the Pensions Ombudsman, you may initiate legal proceedings.

Official text Complaints Procedure

More in Contact, address and route

Stichting Shell Pensioenfonds (SSPF)

The Pension Fund’s official name is: Stichting Shell Pensioen Fonds (SSPF). It is a foundation constituted under Dutch law, with its registered office at Carel van Bylandtlaan 30, 2596 HR The Hague. SSPF is registered with the Chamber of Commerce under No. 41151226.