Step 1: when we receive an application

If you make an initial enquiry or send us an application form we’ll usually acknowledge it within 2 working days.

If it’s clear that your enquiry isn’t something we can deal with we’ll tell you straightaway and suggest other organisations who may be able to help.

Usually we will do this if:

  • your enquiry is about pension tracing, the state pension or mis-selling of a pension
  • you haven’t complained directly to the people you think are at fault
  • we think The Pensions Advisory Service is better placed to help you.