Making a complaint
How we can help
If you find yourself in a dispute with your pension, we can help.
Talk to your scheme first
If you find that you’re not happy with an aspect of your pension scheme, it makes sense to take your issue directly to the scheme administrator first.
Administrators run the scheme and will know all of the rules and how these apply to you.
If they can’t resolve the problem and they have been unable to explain why something is as it is, or if you feel they aren’t dealing with it properly, then you can ask us to help you. We will always look at the evidence about your case impartially and we will always give our independent opinion. Before we can do this however, you must have already tried, in writing, to get your complaint resolved.
In order for us to look into your case, we will need to have copies of your initial correspondence with the scheme and any other relevant documents you think will help resolve your problem. After considering the information you send us, we will then talk to you about what we think your options are and possible next steps. This might involve us asking for your authority to contact your scheme or provider.
All of our advisers are experienced pensions specialists, who'll use their expert knowledge to consider your complaint and try to resolve it. If they don't think this is possible, they will recommend any further action you might wish to take.
For various reasons, we can't help you with your problem if:
- it's work, not pension related;
- it relates to State benefits (including State Pension) or investment advice
- you want to change the rules of a pension
- your complaint has already been dealt with by the Pensions Ombudsman or the Financial Ombudsman Service
- you've already started legal proceedings
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.