We aim to resolve your complaint. However, you have the right to refer a complaint to The Pensions Ombudsman Early Resolution Team free of charge at any stage. If you need help raising your concerns, or just to discuss a potential complaint with a member of the team, you can contact The Pensions Ombudsman as below:
The Pensions Ombudsman
Tel: 0800 917 4487
The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes.
You can submit a complaint form online:
Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of you becoming aware of the event. There is discretion for those time limits to be extended.
If you have general requests for information or guidance concerning your pension arrangements contact:
The Pensions Advisory Service
11 Belgrave Road, London, SW1V 1RB
Tel: 0800 011 3797
If your dispute remains unresolved, you can use the two stage Internal Dispute Resolution (IDR) procedure, which is a statutory process that all occupational pension schemes must have in place. Full details of the IDR procedure can be found here.