How to complain about delays to your pension

Your pension provider will likely list their working timeframes online – often called ‘service standards’. If you can’t find them, ask your pension provider to send you a copy.  

Providers are allowed to set some of the deadlines themselves, provided the wait is ‘reasonable’, but there are legal time limits they must meet for certain requests.

Your pension provider should tell you if they can’t meet the deadline and explain why, as there might be valid reasons for the delay. 

For example, if you’re transferring your pension to a new provider, they’ll check to make sure it’s not a scam. This might mean your transfer is paused or stopped until you’ve had a Pension Safeguarding Guidance appointment.  

If you’re unhappy with how long things are taking, you can complain to your pension provider.

If you have a defined contribution workplace pension, your employer usually has until the 22nd of the following month to pass each month’s pension contributions to your pension scheme. They have until the 19th if they pay by cheque. 

To see when your contributions are made, check your pension statement online or ask your pension provider for a copy by post or email. 

If your employer does not pay your contributions on time, or at all, ask your employer to investigate and fix the issue. It’s usually best to do this in writing so you can keep a record. 

When you’re ready to claim your pension, your pension provider will usually send you paperwork to complete. Make sure you complete everything quickly and always double check for errors, especially your bank details, as mistakes can cause delays. 

You’ll also normally need to provide ID, like a passport or driving licence, so your pension provider can make sure they’re paying the right person. It’s worth asking what ID your pension provider will accept ahead of time, so you can gather anything you don’t have.

You won’t get your State Pension automatically – you have to claim it. Learn how to claim your State Pension in our guide on how the State Pension works. 

Sometimes, delaying your State Pension claim can increase your payments. This is called a deferred State Pension. For more information, see our guide about deferring your State Pension. 

If you’re already getting your State Pension and your payments are delayed, contact the: 

• Pension Service if you live in England, Wales or ScotlandOpens in a new window  
• Northern Ireland Pension Centre if you live in Northern IrelandOpens in a new window
  
• International Pension Centre if you live abroadOpens in a new window

You can complain about your pension provider for any reason, here’s how: 

1. Tell your pension provider why you’re unhappy and what you want them to do to put things right. This could include asking for compensation for a delay, especially if you’ve lost money as a result. You can find pension contact details at GOV.UKOpens in a new window
2. Wait up to eight weeks for your pension provider to investigate and reply.  
3. Take your complaint to The Pensions OmbudsmanOpens in a new window if you’re unhappy with your pension provider’s final response, or after eight weeks have passed.

For more help and information, see our guides:

• How to complain about a problem with your pension
• How to claim compensation for a pension problem or poor advice