Help Centre for Employees

Employee complaints process

We aim to make workplace pensions simple, and we work hard to provide an excellent service. However, if we’ve got something wrong and you have a complaint about our workplace pension or our service, please tell us as soon as possible. We’ll do our best to put things right.

If you’re a member of our workplace pension you can contact us by email, phone or post.  Please have your National Insurance number, email address and contact number handy.

Email: membersupport@nowpensions.com

Phone: 0330 100 3334 (Monday to Friday, 9am-5pm)

Or, write to:

Post Handling Centre, St James’s Tower, 7 Charlotte Street, Manchester M1 4DZ

You can contact The Pensions Ombudsman for information and guidance to help you make your complaint. You can do this even if you haven’t made your complaint yet. The Ombudsman may be able to help you resolve your complaint without going through a formal process.

Email: enquiries@pensions-ombudsman.org.uk

Phone: 0800 917 4487 (Monday to Friday 9am-5pm)

You can also ask The Pensions Advisory Service for help with a complaint about your pension at any time.

Phone: 0800 011 3797 (Monday to Friday, 9am-5pm) or use the ‘webchat’ facility on the website.

We aim to resolve complaints promptly and fairly. If you’re not happy with the way we’ve handled your complaint you can use our formal complaints process, the Internal Dispute Resolution Process, below.

Stage 1 – tell us what’s wrong

Write to us, setting out the details of your complaint, using the form here.

 

What we’ll do to put it right

We’ll acknowledge your complaint within five days and we’ll give you a response or a decision within two months.

If there’s a delay, we’ll explain why and tell you when you can expect a decision.

Stage 2 – tell our Trustee what’s wrong

If you’re not happy with the decision or response we give you, you can raise it with our Trustee. Set out the details of your complaint and why you’re not happy with our response using the form here.

 

What we’ll do to put it right

Our Trustee will give you a response or a decision within two months.

If there’s a delay, they’ll explain why and tell you when you can expect a decision.

Stage 3 – contact The Pensions Ombudsman

If you’re not happy with the decision or response from the Trustee, you can take your complaint to The Pensions Ombudsman.

You can also contact the Ombudsman for help and guidance about making your complaint.

 

What the Ombudsman will do to put it right

The Ombudsman will investigate your complaint fully and explain their decision to you. Their decision is final.

 

 

 

NOW: Pensions has a good technical infrastructure combined with a pension product suitable for our team. We couldn’t be happier with NOW: Pensions.
Martin Woods, SALT.agency