Our vision is to provide a trusted, fair, impartial service that makes it easy for everyone to resolve pension complaints.

Our aims

Get the right outcome every time and in good time – by being proportionate, efficient and consistent.

Make it easier to resolve complaints about pensions – by ensuring more people know where to go for help and by working closely with our stakeholders and partners.

Provide a trusted, accessible service – by listening, delivering on promises and being honest about what we can and can’t do.

Deliver value for money – by making a difference to how pension schemes are run and by continually reviewing and improving the way we work.

Ensure everyone who works here is supported to succeed – by being a good employer and helping people develop their potential.

Our values

We are:

Fair – we look at the facts, without taking sides and we’re always impartial. We take our responsibilities seriously.

Collaborative – we share what we know so everyone can do a better job. We seek out opportunities to work with others and then take action to make it happen.

Open – we’re approachable and make it easy for people to get the help they need. We’re honest and transparent about how and why we make our decisions.


Show Respect – we’re considerate and take people’s needs into account. We believe in treating people with dignity and we welcome different points of view.

Build Trust – we take pride in our work and do our best to get it right. We always do what we say we will.

And we:

Keep Learning – we’re open to change and want to find better ways of doing things. We stay positive, take charge of our own development and support people trying something new.