Complaints Form

Complaints about personal and occupational pensions v2

Please select which method you would like to use to make your application*
- Online form
- Email application form
This is a downloadable PDF file which is editable and will need to be emailed to us to process.
This will take you to the online application form which will need to be submitted for us to process

Complaints form

Step 1 of 5

Before we can process your application you must complete all relevant sections of this form and provide the information requested.

Your details
Title
First name*
Last name*
Date of birth

Day
Month
YYYY
Gender
- Male
- Female
- Unspecified
Email address*
Email address Confirm email address
Telephone number*
Alternative telephone number
Find UK address
Enter postcode
Enter your address manually
Address line 1*
Address line 2
Town or city*
Postcode*
Country*
Will someone be representing you?
Please note that if someone is representing you in dealing with this complaint we will only correspond with them
- Yes
- No
Representative details
Representative title
Representative first name*
Representative last name*
Representative email address
Enter email address Confirm email address
Representative telephone number*
Representative address
Find UK address
Enter postcode
Enter your address manually
Address line 1*
Address line 2
Town or city*
Postcode*
Country*

Complaints form

Step 2 of 5

Previous referrals
Has your complaint been considered by a tribunal, court or another Ombudsman?*
Please tick Yes whether the process is ongoing or concluded
- Yes
- No
Please provide details*
Include details of who it has been considered by, and any reference numbers you have been given
Have you referred your complaint to the Pensions Advisory Service?*
- Yes
- No
Can we request your papers from them?*
This will help us gather all of the information associated with your case
- Yes
- No
Please provide the reference number they gave you
The 6 digit reference number issued by TPAS - e.g. 123456
Have you brought a complaint to us before?*
- Yes
- No
Please provide the reference number we gave you

Complaints form

Step 3 of 5

Your pension scheme
Enter the name of your pension scheme or personal plan*
Please provide your policy or member number

Complaints form

Step 4 of 5

Your complaint
Organisation or individual
Name of organisation or individual*
The organisation or individual you think is at fault
Find UK address
Enter postcode
Enter your address manually
Address line 1*
Address line 2
Town or city*
Postcode*
Country*
Add an additional organisation or individual?
Your complaint can be about more than one party
- Yes
- No
Second organisation or individual
Name of organisation or individual*
The organisation or individual you think is at fault
Find UK address
Enter postcode
Enter your address manually
Address line 1*
Address line 2
Town or city*
Postcode*
Country*
Add an additional organisation or individual?
Your complaint can be about more than one party
- Yes
- No
Third organisation or individual
Name of organisation or individual*
The organisation or individual you think is at fault
Find UK address
Enter postcode
Enter your address manually
Address line 1*
Address line 2
Town or city*
Postcode*
Country*
Add an additional organisation or individual?
Your complaint can be about more than one party
- Yes
- No
Fourth organisation or individual
Name of organisation or individual*
The organisation or individual you think is at fault
Find UK address
Enter postcode
Enter your address manually
Address line 1*
Address line 2
Town or city*
Postcode*
Country*
Add an additional organisation or individual?
Your complaint can be about more than one party
- Yes
- No
Fifth organisation or individual
Name of organisation or individual*
The organisation or individual you think is at fault
Find UK address
Enter postcode
Enter your address manually
Address line 1*
Address line 2
Town or city*
Postcode*
Country*
When did you first become aware of this problem?*
Approximately the month and year
Please tell us what went wrong*
Please tell us what personal or financial loss you have suffered*
How would you like the matter put right?*

Complaints form

Step 5 of 5

Review
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Privacy and Personal Information Policy

Under the General Data Protection Regulation - GDPR - we must comply with various duties in relation to any personal information that we hold about you. The following is a short explanation of why we collect personal information from you, how we use it and the conditions under which we may disclose it to others. It should be read in conjunction with the more detailed Privacy and Personal Information Policy that is published on our website (www.pensions-ombudsman.org.uk).

Any queries concerning our Privacy and Personal Information Policy should be sent to our Data Protection Officer at enquiries@pensions-ombudsman.org.uk or by writing to 10 South Colonnade, Canary Wharf, London E14 4PU. Alternatively, you can telephone 0800 917 4487.

The information that you provide to us will be used to help us reach a decision about your complaint. Incidental to that, other uses may include: publishing decisions; dealing with any appeals or any other legal action concerning our decisions; dealing with any service complaints; or carrying out customer satisfaction surveys.

It is likely that we will need to share the information you provide to us with, and receive information about you from, other individuals or organisations connected to the case. By law, we also have the power to share information about a complaint with a small number of other organisations if we think it necessary in helping them carry out their own functions.

Please note that all calls we make and receive are recorded for security, reference and quality purposes.

Our legal basis for processing your personal information will usually be: our statutory function under Part X of the Pension Schemes Act 1993; our legal obligations and reasons of substantial public interest; and/or that we are acting in our judicial capacity. On those occasions where we are not relying on any of the above, we will ensure that a suitable alternative legal basis is used, which could include obtaining your explicit consent.

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including to satisfy any legal, accounting, or reporting requirements.

You may request access to, deletion of, correction of or transfer of your personal information. However, due to the nature of the work that we do, there are circumstances where we are permitted by law to decline such requests.

We aim to carry out our work openly and transparently and for this reason we usually publish Ombudsman determinations, as well as some opinions made by our adjudicators, on our website. While our published decisions will usually have identifying personal information removed, relevant information about you will remain to explain what decision has been reached and why.

If you have any issues or complaints about the way that we have handled your personal information, please contact us on enquiries@pensions-ombudsman.org.uk. You also have the right to make a complaint to the Information Commissioner’s Office (www.ico.org.uk).
Declaration*
- I consent to the Pensions Ombudsman Service obtaining necessary information to deal with my complaint from other bodies, including the other parties to my complaint. I confirm that I have read and understood the personal information policy.
Confirm name*
Reference Number
Email
This field is for validation purposes and should be left unchanged.

Complaints Form

Complaints about personal and occupational pensions v2

Complaints form

Step 1 of 5

Your details

Enter your address manually

Representative details

Representative address

Enter your address manually

Complaints form

Step 2 of 5

Previous referrals

Complaints form

Step 3 of 5

Your pension scheme

Complaints form

Step 4 of 5

Your complaint

Organisation or individual

Enter your address manually

Second organisation or individual

Enter your address manually

Third organisation or individual

Enter your address manually

Fourth organisation or individual

Enter your address manually

Fifth organisation or individual

Enter your address manually

Complaints form

Step 5 of 5

Review

Privacy and Personal Information Policy