Call: 0800 011 3797

Call: 0800 011 3797


about us

Feedback on our service

We welcome your feedback and use it to review and develop the services we offer. Please email your feedback to

Making a complaint

If you wish to make a formal complaint about the service you have received from us, we ask that you follow our complaint process. Please note that complaints about our service should be made within 12 months of your adviser's last involvement with your case.

In the first instance, you should outline the reasons for your dissatisfaction in a letter. Please send this to:

Melinda Riley
Head of Policy, Technical and Advocacy 
11 Belgrave Rd

When writing, please quote your case reference number if you have one. We will acknowledge receipt of your written complaint within five working days and provide a full reply within 20 working days of receipt. If it is not possible to provide you with a complete reply, we will let you know when we expect a full response can be given.

If, after receiving our reply, you're still unhappy and wish to take the matter further, we will inform you of the next step to take.


Frequently asked...

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.

We never contact our customers out of the blue

We're all ears

How do you feel about the help you just received?

We would really appreciate a few minutes of your time.
Your feedback helps us create a better experience for you.