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

…We pride ourselves on our abilities to make the perfect match for both clients and workers. Our decision to appoint NOW: Pensions came as a result of wanting a quality workplace pension scheme that is structured, simple and easy for us to… — Ian Naylor, Legal Director of Randstad
I'm excited by the opportunity to help bring to the UK auto-enrolment market NOW: Pensions, a customer-friendly and responsive trust-based alternative to NEST and to contract-based offerings. — Chris Daykin, the former Government Actuary
I firmly believe in NOW: Pensions' principle that everyone deserves the right to a better retirement. I look forward to being part of the team which aims to achieve this in the UK. — Win Robbins, former Head of European Fixed Income Barclays Global Investors
ATP comes to the UK pensions world with the highest commendations from the Danish trade unions, employers and government. NOW: Pensions' offering in the UK will be high quality, low cost, and honest and I'm proud to be associated with it. — John Monks, member of House of Lords and former General Secretary of ETUC and TUC
“We were impressed with the simplicity of its scheme. The ease of implementation was also a big plus for us and has removed much of the administrative headache.” — Neil Tune, HR director at Fitness First