How to make a complaint
If you are an individual wanting to complain
Before we investigate a complaint we will expect you to have tried to resolve it. So you will need to have taken it up with whoever you think is responsible. See “Before you complain to us”. If you think you might need help with this, the Pensions Advisory Service may be able to help you.
We will need you to tell us what your complaint is and who it is against. This should be done by completing a complaint form. Please ensure that you summarise your complaint on the form even if you are sending more detailed information . You can submit the form in the following ways:
- You can save this complaint form (or open it directly), complete it on your on your computer and then print it off for signing before sending it to us.
- Or you can print off a complaint form and complete it manually before sending it to us.
If you need the form in any other format, please contact us.
If you are an employer, trustee or manager wanting to complain
Before we investigate a complaint we will expect you to have tried to resolve it. So you will need to have taken it up with whoever you think is responsible. If you still want to complain you should write to us with:
- your name and address and the capacity in which you are bringing the complaint;
- the name and address of the respondent and their capacity;
- the facts relating to the complaint or dispute;
- the name, address and profession of your representative (if any) and whether it is the address for correspondence to the complainant for the purposes of the investigation;
- whether the matter is known to have been brought to the attention of any other regulatory authority (whether or not by you or the respondent);
- whether any legal proceedings are known to have commenced in relation to the same subject matter;
- any relevant documents and correspondence, with sufficient copies for us to retain one set and to send one to (each of) the respondent(s).
