Dealing with pension problems and making a complaint

For most State Pension problems, call The Pension Service on 0800 731 0469Opens in a new window or visit GOV.UK for further contact informationOpens in a new window

If you’re unhappy with the outcome, you can ask for your complaint to go to a senior managerOpens in a new window and appeal to the Independent Case Examiner.  

If your complaint relates to your National Insurance contributions record, you’d need to complain to HMRCOpens in a new window instead.

How to complain depends on the problem you’re facing.

Follow these steps to complain about the pension scheme itself: 

1. Contact the company you used to join the pension scheme – usually the pension provider or a financial adviser. Resolver is a free serviceOpens in a new window that can help you make your complaint.  
2. If you can’t resolve the problem, you can take your complaint to The Pensions OmbudsmanOpens in a new window   
   

You’ll usually need to do this within three years of the problem first happening, or when you were first aware of the issue.

If you think you were told incorrect information or wrongly advised about your pension, follow these steps:

1. Complain to the pension provider or financial adviser, if you used one.
   
2. If you’re unhappy with their replyOpens in a new window, you can take your complaint to the  free Financial Ombudsman Service (FOS).
   

For example, you could complain if you were advised to take out a personal pension when you should have joined your workplace scheme. 

If your pension provider has gone out of business and it can’t pay your pension, you can make a claim to the Financial Services Compensation Scheme (FSCS)Opens in a new window

See How safe is your pension? for more information. 

If you have a problem with a defined benefit pension (such as a final salary or career average pension), follow these steps: 

1. Complain to your pension scheme administrator. By law, they must have a formal complaints procedure. 
   
2. If you’re still unhappy, ask to escalate your complaint using your scheme’s Internal Dispute Resolution Process (IDRP). If that doesn’t work, speak to one of our trained specialists for free pensions guidance. 
   
3. The final option is to take your complaint to The Pensions OmbudsmanOpens in a new window   
   

You’ll usually need to do this within three years of the problem first happening, or when you were first aware of the issue. 

Before you can transfer out of a defined benefit pension, you usually need to get regulated financial advice. This is because the schemes are complicated and certain decisions could mean you lose a lot of money. 

But many people have received unsuitable advice and could be entitled to compensation, according to the Financial Conduct Authority (FCA).  

Here’s what to do: 

1. Check if you received poor pension transfer advice using the FCA’s Advice CheckerOpens in a new window
   
2. See How to complain about a financial adviser for what to do next. If you transferred out of the British Steel Pension Scheme, the FSCS has a dedicated help pageOpens in a new window
   

If the company you work (or worked for) goes out of business, the Pension Protection Fund (PPF) will:

1. Check how much money your pension scheme has.
   
2. Decide who’s best to continue running it – usually another provider, insurer or the PPF themselves (via compensation payments).
   

This means you’ll normally get all or most of what your pension was paying or had promised to pay.

See our guide to The Pension Protection Fund for more information.

If you’re unhappy with the advice you received from a financial adviser, follow these steps: 

1. Complain to the adviser. They should have a formal complaints process you can follow. If the adviser has gone out of business, make a claimOpens in a new window to the Financial Services Compensation Scheme (FSCS).
   
2. The adviser has eight weeks to investigate and give you a final response. If you still don’t agree, or eight weeks have passed, you can take your complaint to the FOSOpens in a new window
   

You don’t need to use a claims management company to make a complaint. It’s free and simple to do it yourself. 

If you need help, you can contact us to discuss your situation.