Complaints · UK · Pensions

How to complain about a pension scheme or provider (UK)

Write to your pension scheme or provider and say you are making a formal complaint. Workplace schemes use an internal dispute resolution procedure, and each stage can take up to 4 months. Once it has finished, take the complaint to The Pensions Ombudsman, which is free, within 3 years of the event or of when you found out. MoneyHelper on 0800 011 3797 can advise first.

Complaint routes and time limits checked against official sources on .

First

Complain to the scheme

in writing

Wait

See below

or a final response

Then

The Pensions Ombudsman

free

Checked

27 Sep 2026

official sources

1. Complain to the scheme first

Write to the scheme, trustees or administrator and say you are raising a formal complaint. For a workplace (occupational) scheme, ask to use its internal dispute resolution procedure (IDRP). Include: full name and date of birth; scheme reference, payroll or National Insurance number; what happened and why you are unhappy; how it has affected you; what you want them to do to put it right.

2. How long to wait

Each stage of an occupational scheme's IDRP can take up to 4 months, and most have 2 stages. If the scheme refuses to engage or overruns without a reason, the Pensions Ombudsman may take the case early.

3. Escalate to The Pensions Ombudsman

Within 3 years of the event or of when you became aware of it, whichever is later. It is free. It can: put you back in the position you should have been in; make the scheme retake a decision properly; pay for significant non-financial injustice such as distress and inconvenience. pensions-ombudsman.org.uk/making-complaint

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

WhoTime limitCost
The Pensions OmbudsmanWithin 3 years of the event or of when you became aware of it, whichever is later.Free

Evidence to keep

Annual statements and scheme booklet. Letters about the decision you dispute. The IDRP stage 1 and stage 2 decisions. Payslips showing contributions if they are in dispute.

Also worth knowing

MoneyHelper (0800 011 3797) gives free guidance on pension problems before you complain.

Also worth knowing

The Pensions Ombudsman cannot fine anyone or change the law.

Guides and definitions

  • Section 75 or chargeback: which should you use to get your money back? (Guide)
  • Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
  • Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
  • Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
  • Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

All complaint guides · Get your route with dates and a letter

Common questions

How long does a pension scheme have to answer my complaint?

For a workplace scheme, each stage of the internal dispute resolution procedure can take up to 4 months, and most have 2 stages. A complaint made on 1 September 2026 should get its first-stage decision by 1 January 2027. Personal pension providers set their own timescales, so ask for them.

What is the time limit for complaining to The Pensions Ombudsman?

3 years from the event you are complaining about, or from when you became aware of it if that is later. There are limited exceptions if something prevented you from complaining sooner, and you will need evidence of that.

Can I go to The Pensions Ombudsman before the scheme finishes its process?

Usually not. You need to finish the scheme's formal complaints process first. The Ombudsman may help earlier if the scheme refuses to engage with your complaint or takes longer than allowed without giving a reason.

What can The Pensions Ombudsman order?

It can put you back in the position you would have been in, make the scheme retake a decision properly, and award money for significant non-financial injustice such as distress. It cannot fine anyone, change the law or dictate the outcome of a discretionary decision.

What should a pension complaint letter include?

Your full name and date of birth, your scheme reference, payroll or National Insurance number, what happened and why you are unhappy, how it has affected you, and what you want the scheme to do. Say clearly that it is a formal complaint.

Sources and assumptions

  • General routes from official sources; a scheme may ask for more before it takes your case.

Guidance on where to complain, not legal advice.