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.
Information and Guidance
You can ask us for for general advice or guidance on all pension
issues. Click
here to find out how to contact us.
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; and
- 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 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.
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.
