The Process

Retirement benefits schemes are required by law to have a formal internal dispute resolution mechanism.

The Retirement Benefits Authority (RBA) expects that in the first instance a complaint should be taken up in writing with the party thought to be at fault.

The RBA requires that complaints are lodged formally on an official complaints form prepared for this purpose. Notes on how to file the complaint are also given on the complaints form. The form to be used by members is available at the RBA’s office and on the online complaints portal (https://complaints.rba.go.ke) at no cost. Members of Schemes, Trustees, Sponsors and Service providers wishing to complain are required to do so in writing.

After conducting its investigation, RBA shall make a decision on the complaint before it.

Any party that is aggrieved by the decision of RBA will then appeal to the Retirement Benefits Appeals Tribunal (RBAT) within 30 days of the receipt of that decision in accordance with Section 48 of the Retirement Benefits Act.