We aim to provide an excellent service, but we know things do go wrong from time to time. If there’s something you’re not happy about, please tell us as soon as possible. We’ll do our best to put it right.
If you’ve got a complaint about your Scheme with us or our service, here’s what you can do and the response you can expect.
|Step||What action we’ll take|
|1. Tell us what’s wrong |
Contact us with the details of your complaint.
Email: firstname.lastname@example.org Phone: 0330 100 3336
(Monday to Friday, 9am-5pm)
|The NOW: Pensions complaints team, and the team responsible for the area you’re complaining about, will work together to resolve your issue.|
|2. We’ll keep you up to date||We’ll acknowledge your complaint within two days of receiving it. While we’re looking into your complaint we’ll update you regularly. The first update will be within 10 working days.|
If you’ve got any questions while we’re looking into your complaint, please email them to email@example.com.
|3. We’ll give you a detailed response||If we haven’t been able to resolve your complaint within 10 working days, we’ll confirm the points of your complaint in full and tell you where we are with our investigation.|
|4. We’ll give you a final response and close your complaint||We’ll give you a final response that goes through your complaint in detail and addresses all the points you’ve raised, along with the actions we’ve taken to resolve your complaint.|
You can contact The Pensions Ombudsman at any time for information and guidance to help you make your complaint. It has a section for employers’ complaints.
The Pensions Regulator (TPR) doesn’t deal with complaints about pension schemes. But if you think your Scheme isn’t being run properly, you can tell TPR using their reporting form (although this may not help to resolve your complaint).