Help Centre for Payroll bureaux

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

I've known ATP for many years and have enormous respect for the effectiveness of their investment strategy. I'm convinced that NOW: Pensions can become a major player in the UK and look forward to being a part of that success. — Chris Daykin, the former Government Actuary
...its simple design means the pressure is taken off us as the employer and avoids costly administration charges, whilst removing the burden of choice and ensuring the best possible retirement outcome for our employees. — Matthew Johnson, Head of Compensation and Benefits at Adecco Group UK & Ireland
Why do we insist on having a choice of fund manager when the evidence shows there is usually no benefit to be gained…and there is always a negative impact in terms of cost? — Anthony Hilton financial editor of the Evening Standard writing in Pensions World, June 2013
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
“Redington’s Investment Committee assigned an Approved Rating to the NPI DGF and positive on the fund.” — Redington