Making a Pension Complaint
How to complain about a workplace or personal pension scheme, including the Internal Dispute Resolution Procedure, the Pensions Ombudsman, and TPR.
Przegląd
If you have a complaint about your pension scheme — for example, about maladministration, incorrect benefits, delays, or poor investment management — there is a structured complaints process. You must first use the scheme's Internal Dispute Resolution Procedure (IDRP), then if unresolved, refer the matter to the Pensions Ombudsman. The Pensions Advisory Service can provide free guidance throughout.
Proces krok po kroku
Contact your pension scheme
Write to the pension scheme administrator or trustees setting out your complaint clearly. Ask for their Internal Dispute Resolution Procedure (IDRP). All occupational pension schemes must have an IDRP with at least one stage (most have two). Personal pension providers have their own complaints procedures.
- Put your complaint in writing with specific details of what went wrong
- Include your pension scheme membership number
Complete the IDRP
If the initial response does not resolve your complaint, escalate to the second stage of the IDRP (if available). You must exhaust the IDRP before going to the Ombudsman, unless the scheme has not responded within a reasonable time.
- Keep copies of all correspondence
- The Pensions Advisory Service (MoneyHelper) can advise you at each stage
Contact the Pensions Ombudsman
If still unresolved, apply to the Pensions Ombudsman. The Ombudsman investigates complaints of maladministration and disputes of fact or law relating to pension schemes. The service is free. The Ombudsman's determinations are legally binding and enforceable in court.
- Apply within 3 years of the act or omission complained of
- You can apply online at www.pensions-ombudsman.org.uk
Consider The Pensions Regulator (TPR)
If your complaint is about employer non-compliance (e.g., failure to enrol you in a workplace pension or pay contributions), report it to The Pensions Regulator rather than the Ombudsman. TPR has enforcement powers including fines.
- TPR deals with regulatory breaches, not individual disputes about benefits
- Report concerns about pension scams to TPR and Action Fraud
Koszty
Ważne ostrzeżenia
You must use the scheme's IDRP before the Pensions Ombudsman will accept your complaint.
Time limit: complaints to the Ombudsman must generally be made within 3 years.
Be wary of pension scams — never transfer your pension based on unsolicited contact.