Pension Complaints
Pension complaints can involve your employer's workplace pension scheme, a personal or stakeholder pension from a provider, a self-invested personal pension (SIPP), or issues with your State Pension from HMRC. Different bodies handle different types of pension complaint, and it is important to use the right route.
Key points
- The Pensions Ombudsman handles complaints about occupational pensions (workplace schemes) and personal pensions.
- The Financial Ombudsman Service handles complaints about personal pensions and SIPPs as financial products.
- The Money and Pensions Service provides free, impartial guidance on pension disputes.
- You must exhaust the pension scheme's or provider's own complaints process before escalating to an ombudsman.
Workplace Pension Complaints
Complaints about occupational (workplace) pension schemes — including defined benefit (final salary) and defined contribution (money purchase) schemes — are handled by the Pensions Ombudsman. Common complaints include:
- Errors in benefit calculations or transfers
- Disputes about what benefits you are entitled to
- Failure by trustees to follow the scheme rules
- Maladministration by the pension administrator
- Delays in transferring or paying out benefits
Contact the pension scheme's trustees or administrator first and follow their internal disputes resolution procedure (IDRP). All occupational pension schemes must have an IDRP. If the IDRP does not resolve your complaint, refer to the Pensions Ombudsman (pensions-ombudsman.org.uk).
Personal Pension and SIPP Complaints
Complaints about personal pensions (including stakeholder pensions and SIPPs) provided by regulated financial firms are handled by both the Financial Ombudsman Service (FOS) and the Pensions Ombudsman, depending on the nature of the complaint.
In general:
- Complaints about financial advice, mis-selling, or investment performance relating to a personal pension go to the FOS
- Complaints about the administration of a personal pension (errors, delays, transfers) go to the Pensions Ombudsman
If you are unsure which body to use, contact both — they will direct you appropriately. Both services are free and independent.
State Pension Complaints
Disputes about the amount of your State Pension, National Insurance record, or entitlement to benefit from your ex-spouse's contributions are handled differently. Contact HMRC (for NI record queries) or the DWP Pension Service (for State Pension payment issues) first.
If HMRC's response to an NI record dispute is not satisfactory, you can use their formal complaints process and escalate to the Adjudicator's Office (an independent office that reviews HMRC complaints). For DWP State Pension decisions, use the DWP complaints process and escalate to the Parliamentary and Health Service Ombudsman (PHSO) if needed.
The Money and Pensions Service (moneyhelper.org.uk) offers free specialist pensions guidance and can help you understand your rights before making a complaint.
Frequently asked questions
I was mis-sold a pension — who can help?
My employer has not been paying into my workplace pension — what can I do?
What is a QROPS transfer and can I complain about it?
What to do next
- 1Contact the Pensions Ombudsman
Free resolution of occupational and personal pension disputes.
- 2Refer a pension advice complaint to FOS
FOS for mis-selling and financial advice complaints.
- 3Free pensions guidance from MoneyHelper
Impartial guidance on pensions and retirement.
Official bodies and resources
Financial Ombudsman Service
OmbudsmanResolves complaints between consumers and financial businesses such as banks, insurers, and lenders.
Financial Conduct Authority
RegulatorRegulates financial services firms and financial markets in the UK to ensure they are honest, fair, and effective.
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
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