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Feedback on our service

Your feedback is valuable to us and helps us to review and develop the services we offer. Please complete the short online survey below. This will only take a few minutes of your time.

Please click here to complete the short online feedback survey.

How to make a formal complaint about our service

If you wish to make a formal complaint about the service you have received from TPAS, we have a three-stage complaint process.

Complaints about our service should be made within 12 months of your adviser's last involvement with your case.

Stage One

In the first instance you should write, outlining the reasons for your dissatisfaction, to:

Jonathan Kalemera
Head of Corporate Services
11 Belgrave Rd

When writing, please quote your TPAS reference number if you have one. We will acknowledge receipt of your written complaint within five working days and provide a full reply within 20 working days of receipt.  If it is not possible to provide you with a complete reply, we will let you know when we expect a full response can be given.

Stage Two

If, after receiving our reply, you remain unhappy and wish to take the matter further, you should write to our Chief Executive, Michelle Cracknell, at the address above.

Stage Three

If you are still dissatisfied with our service, rather than the opinion we have expressed, the final stage is to write to our Chairman, David Harker, also at the above address.

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0300 123 1047
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