Making a complaint
This page describes how other organisations can help you, if you find you have a complaint about your pension.
The Office of the Pensions Ombudsman investigates complaints about how pension schemes are run. They can help if you’ve already tried to resolve a problem, but aren’t satisfied with the outcome. They will look at the facts, without taking sides and have legal powers to make decisions.
They can deal with complaints about occupational and personal pension schemes and can also consider complaints about the actions of the Pension Protection Fund and some decisions made by the Financial Assistance Scheme.The service is free.
To find out more, visit www.pensions-ombudsman.org.uk.
Financial Ombudsman Service
The Financial Ombudsman Service investigates complaints about the sale or marketing of individual pension arrangements. If you’re unhappy about the advice you were given about a pension plan, you should first give the firm who advised you the chance to resolve matters. The firm will have eight weeks to sort out your complaint with you. If after eight weeks you’re still not happy, you can ask the Financial Ombudsman Service to get involved.
They can also look into complaints about most financial problems involving banking, insurance, mortgages, investments and savings, to name a few. To find out more, visit www.financial-ombudsman.org.uk.
The Pensions Regulator
The Pensions Regulator is a Government body, responsible for regulating work-based pension schemes in the UK. It’s main aim is promoting and improving understanding of the good administration of work-based pension schemes, in order to protect member benefits. But they are unable to help with disputes between individuals and their pension schemes.
To find out more about The Pensions Regulator and the work they do, visit www.thepensionsregulator.gov.uk.
If you suspect someone is breeching the law in relation to your work-based pension, there are a number of different organisations who may be able to help. Call our helpline on 0300 123 1047 for guidance you on where you should raise your concerns.
Information is also available on The Pensions Regulator’s website at www.thepensionsregulator.gov.uk.
State Pension: complaints
We cannot help if you have a complaint about your State Pension. If you’re unhappy about the service you have received, first contact the office you were dealing with and explain why you are unhappy. Their contact details should be on the letters you have received. If you’re unhappy with their response you can complain to the Director General of Operations for the Department for Work and Pensions.
For more information visit www.gov.uk/complain-pension-service
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.