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About The Pensions Advisory Service

Feedback on our service

We welcome your feedback and use it to review and develop the services we offer. And, if you think that we could have handled your case better and have a complaint about us, we encourage you to please tell us.

Online feedback form

The easiest way to leave feedback or to rate our service is to complete our online form. It only takes a minute and you access the form here.

Making a complaint

If you wish to make a formal complaint about the service you have received from us, we ask that you follow our three-stage complaint process. Please note that 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 outline the reasons for your dissatisfaction in a letter. Please send this to:

Jonathan Kalemera
Head of Corporate Services
TPAS
11 Belgrave Rd
London
SW1V 1RB

When writing, please quote your case 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're still unhappy and wish to take the matter further, please write to our Chief Executive, Michelle Cracknell, at the same address as above.

Stage Three

If you're still dissatisfied with our service, please to write to our Chairperson, David Harker, also at the above address.

Frequently asked...

Where can I find out more?

If you need more information, please contact us. A pension specialist from our team will be happy to help with whatever pensions-related question you have. Our help is always free.