Pensions and annuities
Do you have a problem with your pension or annuity? Or are you unhappy with the pensions advice you've received? We may be able to help.
On this page you'll discover whether you can bring your pensions complaint to us and what will happen if you do.
On this page
Handling pension complaints?
What is a pension?
Pensions are a way of saving for retirement.
They can be complicated. And there are many different kinds – including workplace and personal pensions, as well as the state pension – and three bodies who deal with pensions complaints.
Can I complain about my pension?
Yes. You will need to make a formal complaint to the business first. If they don’t reply, or you’re not happy with their final response, you can contact us.
We can help you resolve a problem with your workplace pension, personal pension or your annuity, as long as the business you're complaining about is regulated by the Financial Conduct Authority
You can check this by using the FCA RegisterOpens in new window.
- If the firm you want to complain about isn't on the FCA Register, you should refer the complaint to the Pensions Ombudsman
- If your complaint is about your state pension, you should contact the Pension Service.
If you bring your case to us, we'll let you know if it's a complaint we can't help with.
Read our guide on how to complain for more information.
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 types of investments complaint, it takes one to two months for us to allocate cases, but it 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.
What is your complaint about?
For more information about how we can help with a complaint about a specific type of pension product or service, use the links below.
Further information
Find out more about the Pensions OmbudsmanOpens in new window on their website
For details on where to complain about different types of pension problem, see the MoneyHelper website.
The Department of Work and Pensions offers more information about retirement planning.
Find out more about other complaint-handling organisations and the types of complaint they look at.
