Complaints about Pension Wise

Please provide as much detail as you can, including:

• whether your complaint is about a phone appointment, face-to-face appointment or anything else
• your booking reference number, if you have one (you’ll find this in your confirmation email).

We’ll let you know when we’ve received your complaint and aim to give a full response within 20 working days.

If we can’t do this, (eg, if we need more time to investigate your complaint) we’ll let you know the reason for the delay and when you can expect a response.

If you’re not satisfied with our response to your complaint, you can email us at [email protected] to get it escalated. You can also write to us by post:

Money and Pensions Service  

Bedford Borough Hall  

138 Cauldwell Street 

Bedford 

MK42 9AB

So that we can provide you with the best possible service, the best time for you to escalate your complaint is within 28 days of the initial response. We will, however, use our discretion to consider complaints after this period.

Please state the reason why you’re unhappy with our first response and include copies of your original complaint and our response. We’ll then investigate and get back to you within 20 working days.

Once you have exhausted our complaints process, and if you remain dissatisfied with our final response to your complaint, you have the right to refer the matter to the Parliamentary and Health Service Ombudsman (PHSO)

Make a complaint at the PHSO or telephone 0345 015 4033 (Monday to Thursday from 8.30am - 5.30pm, Friday from 8.30am - 12pm).

Where appropriate, the PHSO will request all the paperwork relating to the complaint as part of your case review. You should contact them within 12 months of our final response.

You can also ask a Member of Parliament (MP) to refer your complaint to the Parliamentary and Health Service OmbudsmanOpens in a new window You can get help with finding your MP if you don’t know who they are.