Help Centre for Employers

Employer complaint process

If you are unhappy about the service you are receiving from us, we would like to try and put things right. If you decide to make a complaint, your concerns will be dealt with by the NOW: Pensions Complaints Team with assistance from the team responsible for the area relating to your issue. Your complaint will be reviewed in an entirely objective manner.


Step 1

Your complaint will be acknowledged by NOW: Pensions within two working days and you will receive an email to confirm this.


Step 2

While investigating your complaint, we will endeavour to provide regular updates when they are available. During this time, if you have any queries, please email these to complaints@nowpensions.com.


Step 3

We aim to provide an investigation response that explains your issue in detail and what steps have been, or will be, taken to resolve your issue within four weeks. However, if this is not possible, at this stage we will explain why and advise as to when you can expect this information.


Step 4

Once all your issues have been fully resolved, we will send a final response addressing all of your concerns and outlining the actions we have taken to close your complaint.


Step 5

If you are unhappy about the outcome of your complaint, you may wish to refer your complaint onto the Pensions Regulator (TPR), the Pensions Advisory Service (TPAS) or the Pensions Ombudsman who may be able to assist you further. You will find details on the next page.


The Pensions Regulator

The Pensions Regulator is the UK regulator of work based pension schemes. It works with trustees, employers, pension specialists and business advisers to protect members’ benefits and encourages high standards in running pension schemes. TPR is able to intervene in the running of schemes where trustees, providers or employers have failed in their duties. The Pensions Regulator, Napier House, Trafalgar Place, Brighton, East Sussex BN1 4DW


The Pensions Advisory Service (TPAS)

TPAS is an independent non-profit organisation that provides free information, advice and guidance. The service is available at any time to help you with any queries in relation to your complaint. TPAS will help members and beneficiaries with any queries they have not been able to resolve with the administrators or the Trustees of the pension scheme. The Pensions Advisory Service (TPAS), 11 Belgrave Road, London SW1V 1RB


The Office of the Pensions Ombudsman

The Ombudsman cannot investigate your complaint until it has been through all stages of the dispute procedures as outlined above. Where TPAS is unable to resolve a complaint and believes there is a genuine problem, it will assist you in making a submission to the Pensions Ombudsman. The Ombudsman is appointed to deal with complaints against, and disputes with, occupational and personal pension schemes. The Ombudsman is completely independent and acts as an impartial adjudicator, and may investigate and determine any complaint or dispute of fact or law in relation to a scheme. The Office of the Pensions Ombudsman, 11 Belgrave Road, London SW1V 1RB

I am excited to be joining such a distinguished Board of Trustees, over-seeing a modern, transparent, cost efficient and high-performing pension fund. — Win Robbins, former Head of European Fixed Income Barclays Global Investors
Over a short period of time, NOW: Pensions has established itself as a respected and credible player in the UK workplace pensions market attracting thousands of employers and hundreds of thousands of members. Joining the team at such a crucial time… — Jocelyn Blackwell, Founder of Dunnett Shaw and Raising Standards in Pensions Administration
I am backing NOW: Pensions, the ATP project, because I believe it will encourage transparency, low costs and decent returns for millions of British employees. — Nigel Waterson, former Shadow Pensions Minister
We chose NOW: Pensions as it has the best cultural fit for ISS and we believe it will offer our employees the best mix of long term investment returns, strong risk management and low scheme costs for members. NOW: Pensions already has the experience… — Matthew Brabin, CFO, ISS UK
...its simple design means the pressure is taken off us as the employer and avoids costly administration charges, whilst removing the burden of choice and ensuring the best possible retirement outcome for our employees. — Matthew Johnson, Head of Compensation and Benefits at Adecco Group UK & Ireland