Which approach is used initially by the FSPO to resolve a pension complaint?

• A. Investigate.
• B. Mediate.
• C. Adjudicate.
• D. Issue a suspension notice.

Answer: (B)

Mediation is used initially to resolve a pension complaint because it focuses on quick, voluntary settlement through facilitated dialogue between the complainant and the pension provider. This early, informal step helps both sides express their views, clarify what went wrong, and identify a mutually acceptable solution without the time and cost of a formal investigation. If mediation leads to a settlement, no further action is needed. If it doesn’t, the FSPO can then move to a more formal step such as investigation or adjudication.

Investigating is the subsequent, fact-finding phase that occurs if mediation doesn’t settle the matter or if the issue requires a formal review. Adjudicating would be the FSPO’s formal decision after the investigation. A suspension notice isn’t part of the typical initial approach to resolving pension complaints.