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Our services

We provide two services to members of the public - giving information and guidance on all pension issues and helping to resolve complaints and disputes relating to private pensions. Our services are free to members of the public.

Information and guidance

The Information and Guidance service is provided through our telephone helpline and written enquiries. We operate a national telephone helpline, provided by pension professionals who are able to give information and guidance on any aspect of occupational, personal, stakeholder and state pensions. We also respond to written enquiries received through the use of the online enquiry form, email or by post. 

Our purpose is to help members of the public but not those acting in a professional capacity such as financial advisers, solicitors, scheme trustees, etc.

While we give information and guidance, we do not give regulated financial advice.

Telephone Helpline

The telephone helpline number is 0300 123 1047

We also provide telephone helplines designed specifically for:

  • women                 0345 600 0806
  • the self-employed  0345 602 7021

The helplines are open from 9am to 5pm, Monday to Friday. You can call outside of these times and leave a number for someone to call you back.

Written Enquiries

Our team of pension experts can also be contacted by sending us a message via our website or by writing to us at:
TPAS
11 Belgrave Road
London
SW1V 1RB

We can:

  • provide you with information and guidance on any general question you may have about any pension matter;
  • try to resolve a dispute or complaint you may have;
  • 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 for us to deal with.

Complaints and disputes

You can ask us to help you resolve a pension complaint or dispute.
Click here to find out how to contact us.

You must have already attempted to resolve the complaint or dispute in writing with the parties involved. We will require copies of that correspondence and any other relevant documents. The case file will then be allocated to either one of our volunteer advisers or a technical specialist member of staff. The person to whom the case is allocated tp 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 their own time freely. The technical specialist staff members are also experienced pension professionals.

The person dealing with your pension complaint will 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.

Responsibility for ensuring that any time limits set by the organisation with whom you have your pension complaint or dispute remains with you, and you can at any time decide that you no longer need TPAS' help.

We cannot help you with your complaint or dispute if:

  • it relates to your job rather than your pension
  • it relates to state benefits (including state pensions)
  • it relates to investment advice
  • you want to try to change the rules of a pension arrangement or lobby for improvements
  • the Pensions Ombudsman has already investigated your complaint
  • you have already started legal proceedings

Please note that we expect our staff and volunteer advisers to be courteous and respectful.  Similarly, we expect them to be treated with respect and courtesy.  We will cease helping you if your behaviour is not appropriate or vexatious.

More information

Watch our interview with Partha Dasgupta, Chairman of The Pensions Advisory Service to find out more about our work.

Video - free independent information and guidance on pensions

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Contact us

There are a number of ways to contact us.

We regret, however, that we are unable to accept visitors at our office.

Call
0300 123 1047
or email us

Web chat
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This web chat service is available Monday to Friday (9am to 5pm) and Tuesdays (7pm to 9pm)