Key legal question
Whether the insured's 13 July 2007 letter had to be treated as a complaint against the pension denial.
Extracted holding
The letter did not clearly express an intent to challenge the decision and therefore could not be treated as a complaint.
Extracted reasoning
For an input to be received as a complaint, a clear challenge intent is required. The heading, addressee, and content of the letter indicated only a request for clarification about later-submitted medical reports, not an appeal.