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
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
The telephone helpline number is 0300 123
We also provide telephone helplines designed specifically for:
0345 600 0806
- the self-employed 0345 602
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.
Our team of pension experts can also be contacted by
sending us a message via our website
or by writing to us at:
11 Belgrave Road
- 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
- clarify and explain anything you cannot understand about your
pension benefits or scheme;
- provide general information on the workings of the state
- 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
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
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
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
- 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.
Watch our interview with Partha Dasgupta, Chairman of The
Pensions Advisory Service to find out more about our work.
free independent information and guidance on pensions