Help Centre for Payroll bureaux

Employer complaint process

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. Here’s a step-by-step guide to what you can do and the response you can expect.

Step 1   Tell us what’s wrong

Email or call us with the details of your complaint.


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 complaint.


Step 2  We’ll keep you up to date

We’ll acknowledge your complaint within two working days of receiving it.

While we’re looking into your complaint we’ll update you regularly. The first update will be within ten working days.

If you’ve got any questions while we’re looking into your complaint, please email them to


Step 3  We’ll give you a detailed response

If we haven’t been able to resolve your complaint within ten working days, we’ll confirm the points of your complaint in full and tell you where we are with our investigation.


Step 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.


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


The Pensions Regulator (TPR) doesn’t deal with complaints about pension schemes. But if you think your pension scheme isn’t being run properly, you can tell TPR using their reporting form (although this may not help to resolve your complaint).

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,