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Making a complaint

Common concerns

From time to time, you may have concerns about aspects of your pension. It can sometimes be quite difficult to work out whether or not you are right to be concerned. Our advisers are experienced pensions people and our role is to be there to answer any pensions questions that you may have. If you're right to be concerned about an aspect of your pension, we will talk you through the next steps that you might want to consider to resolve your problem. 

The types of things people often talk to us about are: how to complain about my provider, how long it can take to get a response, non response, poor administration, dealing with bereavement and the support available when you can no longer work due to ill health.

You can contact our helpline at any time to discuss concerns you may have. As an independent organisation, our advisers are impartial and will base their response on the information that you have provided to us and their knowledge of pensions. Where we feel that the evidence shows something has gone wrong, we will explain what steps you may need to take to resolve matters. 

In looking into your complaint, we may ask you to send us copies of your paperwork. We'll tell you what we need to see.

If you need or want to make a complaint about your pension, see making a complaint.

Frequently asked...

Do I need to complete my scheme’s internal disputes resolution (IDR) procedure before contacting you?

No.  You can speak to us at any time if you have a concern about your pension.  If you would like our help to resolve a complaint we do expect you to first raise it with whoever you think is at fault and give them a chance to resolve matters.  But if you remain unhappy, send us copies of your correspondence.  Our pension specialists are highly experienced and will use their knowledge to consider your complaint and try to resolve it. If they do not think this is possible, they will explain any further action you might want to take.

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.