Other complaints
We often see complaints which aren’t directly related to specific financial products. Find out more about how we can help, and what we can do to put things right.
Types of complaint
To find out more about other types of complaints we receive and how we can help, choose the relevant area below.
Bringing your complaint to us
Our service is free and easy to use.
When you bring a complaint to us about a pension, it's our job to weigh up all the facts. We’ll make a decision about what happened using evidence from you, the financial business and any relevant third parties. We'll also consider:
- the relevant law
- any regulations that applied at the time
- any industry codes of conduct that were in force at the time
When we've finished investigating, we’ll tell you whether we think the business treated you fairly or not. And we’ll explain how we reached our decision.
If we think the business treated you unfairly, we'll tell them to put you back where you'd be if they hadn't made a mistake. We might also ask them to make an award for any distress and inconvenience caused.
How long does it take?
The time it takes for us to investigate a complaint depends on what it's about, how complex it is and how quickly we can get all the information we need. For most complaints relating to fraud and scams, it takes one to two months for us to allocate cases, but can sometimes take longer.
We’re working hard to reduce the time it takes to allocate cases for investigation, so you may hear from us sooner than this.
- If you’re facing financial hardship or severe ill health, please let us know.
- The Money Advice Service website has a list of online debt advice services where you can get immediate and personalised help, if you’re experiencing financial difficulties.
