Help Centre for Payroll bureaux

Employer complaint process

We work hard to provide an excellent service for our clients but we know that sometimes we do get it wrong. If you’d like to make a complaint, please email us at complaints@nowpensions.com or call us on 0330 10 03 336. 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.


For further help, please contact:


1) 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 can be contacted at Napier House, Trafalgar Place, Brighton, East Sussex BN1 4DW


2) The Office of the Pensions Ombudsman

The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes. Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.

The Pensions Ombudsman can be contacted at 10 South Colonnade, Canary Wharf, E14 4PU. Tel: 0800 917 4487. Email: enquiries@pensions-ombudsman.org.uk Website: www.pensions-ombudsman.org.uk

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.

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