If you have a dispute relating to your personal pension plan or stakeholder pension scheme,
you should try to resolve it with your provider by
complaining to the firm's Compliance Officer. You can do
this in writing or by telephone and we suggest you keep a record of
all communications.
There is a formal procedure in place for the plan provider to
follow. The process is set by the Financial Services Authority
(FSA). Within eight weeks of receipt of your
complaint, they must send you a full reply or, if this is not
available, tell you there will be a delay.
As part of the process, the plan provider will advise you that
you can refer your complaint to the Financial Ombudsman's Service
(FOS) if you remain disatisified. However, the
FOS does not deal with all types of complaints so it may not be
appropriate for you to do this.
If your complaint is predominantly about sales and marketing or
advice you have received, then take your complaint to the
FOS. This must be done within six months of your plan
provider's final response.
If your complaint is predominantly about the operation of your
plan, then contact
us. If we are unable to resolve the matter, you can take your
complaint to the Pensions Ombudsman. A
complaint should be with the Pensions Ombudsman within three
years of the event being complained about.
If you are unsure about who you should complain to, please contact us and we will be happy to help.
