How to use the complaints process
Log in to now:u, and go to Get help. You’ll see the options for further support, but if you can’t get what you need from those services, click ‘Still can’t find what you need?. then, choose Go to complaints and then Raise a new complaint.
Give us as much detail as possible
Put in the full details of your complaint including dates and any evidence you’ve got. And if something’s gone wrong and it’s our fault, tell us what you want us to do to put things right.
If you want to add supporting information you can upload up to five documents in pdf, docx, png, jpg, xlsx or csv formats. Each file can be up to 5MB.
We’ll look into your complaint
We’ll look into your complaint and you’ll hear from us within 10 working days. We may need to ask you for more information, so keep an eye on your now:u mailbox. You’ll see the progress of your complaint in the Open cases section under Complaints and disputes.
Giving you an answer
Once we’ve investigated your complaint we’ll give you our decision. If you agree, you can close the complaint.
If you don’t agree, choose I disagree and tell us why on the feedback screen. You can now go to the next stage, which is called a dispute.
How to raise a dispute in now:u
Choose Raise dispute. You’ll need to tell us why you’re not happy with the decision about your complaint and why you want to take it further. Again, you can attach up to five supporting documents of up to 5MB each in pdf, docx, png, jpg, xlsx or csv formats.
As with complaints, you’ll be able to see the progress of your dispute in the Open cases section under Complaints and disputes.
There are two stages of dispute. If you’re happy with the decision at the end of stage 1, you can close the dispute. If you’re not happy, you can take it to stage 2. During stage 2, the now:pensions Trustee Directors see all the complaint details. They’ll decide whether to uphold your complaint, or sign off the decision we’ve made.
Going to the Pensions Ombudsman
If you’re still not happy about the decision after stage 2 of the dispute, you can take your complaint to the Pensions Ombudsman.
The Pensions Ombudsman is an independent organisation set up by law to deal with pension complaints. The Ombudsman will look at the facts without taking sides and give you an answer. It’s free to use the Pensions Ombudsman’s service.
Find out more about complaining to the Pensions Ombudsman.