Applying to the Ombudsman

We can help if you have a complaint about a pension scheme provided by your employer or a pension you have set up yourself. These are called occupational or personal pensions.

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.

We can also help if you have a complaint about a decision made by the Pension Protection Fund  or a decision made by the Financial Assistance Scheme

There are lots of things we can deal with, but please remember that we can’t help with complaints about:

  • State Pensions
  • tracing a lost pension
  • sales or marketing (mis-selling) of pensions
  • the type of benefits your pension scheme offers
  • a decision made by a tribunal, court or another Ombudsman

Go to our list of useful contacts if your complaint is something we are unable to deal with.

Before you make a complaint to us you need to complain to whoever you think is at fault and give them a chance to put things right.

If you have tried to resolve the problem and haven’t received a response or have reached the end of the complaints process and aren’t satisfied with the outcome you can ask us to investigate.

Complaint about your pension? Here’s how we can help

Bring a complaint to us about your personal or occupational pension

Start now

If you are unsure if your complaint is something we can deal with, you need some help with your application or need information in another format or language then call us on 0800 917 4487 

The Early Resolution Service

If you need help approaching the parties to your complaint, with your scheme’s formal Internal Dispute Resolution procedure (IDRP), or just to speak to a member of staff informally about a potential complaint or issue you can contact our helpline by phone or email.

Our staff will listen to your issue and if possible help you there and then; for more complex problems or issues where a number of documents are involved they may pass you on to our Early Resolution team who can go into more detail. If this happens you will be asked to sign a consent form that allows us to handle your documents and speak to third parties on your behalf.

Using this service will not affect your right to apply to the Ombudsman for formal adjudication if you later choose to do so.

Phone 0800 917 4487 and select option 1 or