Making a complaint
We can sort out most complaints if you simply tell us about the problem.
If you are not happy with something we have done, or if you think we have not done something we should have, please contact your pension centre.
- Basic principles and commitments
- How to complain
- Improvements to our service as a result of customer feedback
- What to do if you are unhappy with the outcome of your complaint
- What happens if you are not happy with the way your complaint was dealt with
- You can get help to make your complaint
- Annual Customer Feedback Report
Basic principles and commitments
We aim to provide the best possible service at all times. If you feel our service falls short of this, it is important that you tell us.
If we have made a mistake we will:
- Say sorry
- Explain what went wrong and why
- Put things right as quickly as possible
We will treat you fairly and make sure that any comment or complaint you make does not affect the service we give you or the money you are entitled to.
We aim to reply to your complaint within 7 working days. If we cannot deal fully with your complaint within this time, we will tell you why and let you know if there is anything you need to do and when you can expect a full reply.
How to complain
We want to sort out problems quickly and stop them happening again. This is why we want you to give your feedback to the point where your problem occurred. This ensures problems are resolved quickly, lessons learned and processes changed to stop similar incidents happening in the future. If you have a complaint, please contact your pension centre by phone, post, fax or email.
Improvements to our service as a result of customer feedback
We have been taking your complaints very seriously and improving our services. Find out more about Improvements to our service as a result of customer feedback.
What to do if you are unhappy with the outcome of your complaint
If you are not happy with the way your pension centre deals with your complaint and you want to take the matter further, you can contact the pension centre manager. You can find their address on the letters we have sent you or by phoning us on 0845 60 60 265.
If you are still unhappy, you can write to the Chief Executive, Terry Moran, at:
The Pension Service
PO Box 50101
London SW1P 2WU
Your complaint will always be considered using this process. For example, if you approach the Chief Executive but you have not had a reply from your pension centre, your complaint will be sent there first.
What happens if you are not happy with the way your complaint was dealt with
If, after receiving a response from, or on behalf of the Chief Executive, you still feel that The Pension Service has not dealt with your complaint properly, you can write to the Independent Case Examiner. The ICE offers an impartial mediation and review service, which is easily accessible and entirely free, to those whose complaints remain unresolved. Our response will advise you how to contact the Independent Case Examiner.
You can get help to make your complaint
If you would like some help in making a complaint about the service you have received from The Pension Service, you could do the following:
Ask for advice from an organisation like your local Age Concern or Citizens Advice.
Speak to your Member of Parliament (MP).
An MP can also also ask the Parliamentary and Health Service Ombudsman to look into your complaint.
The Ombudsman would expect you to first raise the matter with The Pension Service and allow us to sort out the problem if we can. She will not normally become involved in a complaint before this has happened and you have taken your complaint through our complaints procedures including, where appropriate, having the matter reviewed by the department’s Independent Case Examiner.
The leaflet "Tell us how to improve our service" explains The Pension Service’s complaints process.
Read or print our comments and complaints leaflet
This leaflet is also available in other languages