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How does The Pensions Advisory Service Work?


Helping with Disputes

If you are seeking our help to resolve a dispute or complaint, then you must have already attempted to do this in writing with the parties involved. We will require copies of that correspondence and any other relevant documents. The case file will then normally be sent to one of our volunteer advisers who will, through conciliation and mediation, try to resolve the problem if they believe that your complaint or dispute is justified.

The volunteer advisers are all experienced pensions professionals who give of their own time freely. They bring to bear independence and expertise on the issues in question with the objective of finding a resolution. If they do not consider this to be possible, they will recommend what further action you might take.

Providing Information and Guidance

If you are seeking general advice or guidance you can write, e-mail or ring us on our helpline.

The Pensions Advisory Service will:

  • Try to resolve a dispute or complaint you may have;
  • Provide you with information and guidance on any general question you may have about any pension matter;
  • Advise you as to your rights with regard to your occupational, personal or stakeholder pension plans;
  • Try to make sure you receive the benefits you are entitled to;
  • Clarify and explain anything you cannot understand about your pension benefits or scheme;
  • Provide general information on the workings of the state pension system;
  • Advise you who to contact if your query is not appropriate to the Pensions Advisory Service.

The Pensions Advisory Service cannot help:

  • If your problem is about your job rather than your pension;
  • If you are involved in a dispute about Social Security Benefits (including State pensions);
  • If you want investment advice but we can explain the options involved;
  • If you want to try to change the rules of a pension arrangement or lobby for improvements;
  • If the Pensions Ombudsman has already investigated your complaint;
  • If you have already started legal proceedings.

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