If we’ve done something wrong, we want to know about it so we can put things right and learn from it. Find out how to complain and how we handle complaints.
What’s in this guide
How to make a complaint
We’re here to help you make the most of your money and pensions, and we want to give you the best possible service. But sometimes things don’t go to plan.
If your experience with us wasn’t what you expected, or you think there’s something we could have done better, we want to hear from you.
We accept complaints in English and Welsh and will reply in the same language. Contact us by:
- email: [email protected]Opens in a new window
- post: write to Complaints, Money and Pensions Service, Bedford Borough Hall, 138 Cauldwell Street, Bedford, MK42 9AB.
- phone: call us on 01159 659570Opens in a new window.
What happens next
When you make a complaint we aim to resolve it as soon as possible. We will:
- let you know we have received your complaint within 5 working days, and
- do our best to send you a full reply within 20 working days – if it’s going to take longer than this, we’ll let you know and keep you updated.
If you’re still not happy
If you’re unhappy with the outcome of your complaint, you have 28 days to challenge it. We’ll send your complaint to a different team, who have not been involved in your case before. They’ll send you a response within 20 working days.
After this, if you’re still not happy with how we’ve handled your complaint, you can refer it to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is an independent regulatory body that reviews complaints about the Money and Pensions Service (the organisation that provides MoneyHelper).
You can get in touch with them by writing to: PHSO, Millbank Tower, 30 Millbank, London S1P 4QP, or calling 0345 015 4033Opens in a new window.
