• The Pensions Advisory
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Call: 0800 011 3797

Call: 0800 011 3797


Feedback on our service

We welcome your feedback and use it to review and develop the services we offer. Please email your feedback to pt.core@maps.org.uk.

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.

Stage One

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

David Appleby
Pensions Quality Assurance & Technical Manager
Money and Pensions Service
120 Holborn

Please note that due to our office currently being closed, we are unable to deal with incoming postal queries so you can email your complaint to: david.appleby@maps.org.uk  or send an online enquiry form – click here to access.

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.

Stage Two

If, after receiving our reply, you are still unhappy and wish to take the matter further, you should write to:

Joy Otache
Complaints and Freedom of Information Officer
Money and Pensions Service
120 Holborn

Email: complaints@maps.org.uk


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.

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