Pension Complaints and Disputes
How do you complain about a workplace pension? Understand the complaints process, Pensions Ombudsman, and resolving pension disputes.
Last updated: 30 January 2025
Knowing how to complain protects your pension rights.
Types of Complaints
Against Employer
| Issue | About |
|---|---|
| Not auto-enrolling | Failing duty |
| Late contributions | Not paying on time |
| Inducement | Encouraging opt-out |
| Detriment | For pension participation |
Against Provider/Scheme
| Issue | About |
|---|---|
| Administration errors | Mistakes |
| Poor service | Delays, failures |
| Incorrect information | Misleading |
| Investment issues | Within rules |
Complaint Routes
For Employer Issues
| Body | Handles |
|---|---|
| The Pensions Regulator | Auto-enrolment compliance |
| Employment Tribunal | Detriment claims |
| ACAS | Conciliation |
For Scheme Issues
| Body | Handles |
|---|---|
| Internal complaints | First step |
| Pensions Ombudsman | If unresolved |
| Pension Advisory Service | Guidance |
Internal Complaints First
Starting Point
| Step | Action |
|---|---|
| Check | Scheme's complaints process |
| Submit | In writing |
| Keep records | Of complaint |
| Allow time | To respond |
What to Include
| Element | Detail |
|---|---|
| What happened | Facts |
| When | Dates |
| Impact | On you |
| Resolution sought | What you want |
Time Limits
| Scheme Must | Respond |
|---|---|
| Acknowledge | Promptly |
| Full response | Usually 8 weeks |
| Or update | On progress |
The Pensions Ombudsman
What They Do
| Function | Detail |
|---|---|
| Investigate | Complaints |
| Make decisions | Binding |
| Award compensation | If warranted |
| Free service | To members |
What They Cover
| Can Investigate | Examples |
|---|---|
| Maladministration | Errors, delays |
| Disputes of fact | What happened |
| Disputes of law | Rule interpretation |
| Financial loss | Due to failures |
What They Don't Cover
| Cannot Investigate | Examples |
|---|---|
| Investment performance | Market returns |
| Employer non-compliance | TPR handles |
| State pension | DWP handles |
| Claims over 3 years old | Usually |
Making an Ombudsman Complaint
Before Applying
| Must | Do |
|---|---|
| Exhaust internal | Process |
| Or 8 weeks | Have passed |
| Gather evidence | Supporting |
How to Apply
| Method | Detail |
|---|---|
| Online | Preferred |
| Post | Form available |
| Free | No charge |
| Independent | Of scheme |
What Happens
| Stage | Process |
|---|---|
| Assessment | Initial review |
| Investigation | If needed |
| Opinion | Issued |
| Determination | If disputed |
Possible Outcomes
If Upheld
| Ombudsman Can | Order |
|---|---|
| Compensation | Financial loss |
| Non-financial | For distress |
| Action | To put right |
| Changes | To prevent recurrence |
Compensation
| Type | Amount |
|---|---|
| Financial loss | Actual loss |
| Distress/inconvenience | Usually modest |
| No punitive | Damages |
TPR Complaints
When to Report
| Issue | Report To TPR |
|---|---|
| Not enrolled | When should be |
| No contributions | Being paid |
| Inducement | Being pressured |
| Retaliation | For pension matters |
How to Report
| Method | Detail |
|---|---|
| Online | Preferred |
| Phone | Helpline |
| Anonymous | Possible |
| Protected | From detriment |
What TPR Does
| Action | Detail |
|---|---|
| Investigates | If warranted |
| Issues notices | Compliance |
| Penalties | If appropriate |
| Prosecutes | Serious cases |
Protection from Detriment
Legal Protection
| Cannot | Do |
|---|---|
| Dismiss | For pension complaint |
| Demote | For reporting |
| Reduce pay | As punishment |
| Treat unfavourably | For exercising rights |
If Detriment Occurs
| Option | Detail |
|---|---|
| Employment tribunal | Claim |
| Report to TPR | Additionally |
| ACAS | Conciliation first |
MoneyHelper
Free Guidance
| Provides | Detail |
|---|---|
| Information | About pensions |
| Guidance | On complaints |
| Tools | Decision support |
| Not advice | General information |
Contact
| Method | Available |
|---|---|
| Phone | Helpline |
| Online | Website |
| Webchat | Available |
| Free | To use |
Time Limits
For Ombudsman
| Limit | Detail |
|---|---|
| 3 years | From event |
| Or from | When knew/should have known |
| Discretion | In some cases |
For Employment Tribunal
| Limit | Detail |
|---|---|
| 3 months less 1 day | From act |
| ACAS | Early conciliation first |
| Extensions | Rare |
Common Complaints
Administration Issues
| Problem | Example |
|---|---|
| Wrong contributions | Amount incorrect |
| Delays | Processing slow |
| Lost paperwork | Documents missing |
| Incorrect information | Given wrong details |
Auto-Enrolment Issues
| Problem | Example |
|---|---|
| Not enrolled | Despite eligibility |
| Late enrolment | Beyond deadline |
| Wrong scheme | Inadequate |
| Missing contributions | Not paid over |
Evidence to Keep
For Complaints
| Document | Purpose |
|---|---|
| Payslips | Show deductions |
| Correspondence | Communications |
| Scheme documents | Terms |
| Timeline | What happened when |
Why Important
| Reason | Detail |
|---|---|
| Proves case | Evidence |
| Shows impact | Financial loss |
| Demonstrates | What went wrong |
| Supports | Compensation claim |
Employer Response
If Complained Against
| Should | Do |
|---|---|
| Investigate | The issue |
| Respond | Promptly |
| Rectify | If wrong |
| Cooperate | With regulators |
Preventing Complaints
| Action | Benefit |
|---|---|
| Comply fully | No issues |
| Good records | Can demonstrate |
| Clear communication | With workers |
| Prompt corrections | If errors |
Summary
Key Points
| Element | Detail |
|---|---|
| Internal first | Scheme complaints |
| Ombudsman | For scheme disputes |
| TPR | For employer compliance |
| Protection | From detriment |
Process
| Step | Action |
|---|---|
| 1 | Complain internally |
| 2 | Allow response time |
| 3 | Escalate if needed |
| 4 | Use appropriate body |
Related answers
Auto-Enrolment Penalties
What are the penalties for auto-enrolment non-compliance? Understand fines, escalating penalties, and how to avoid them.
Pension Scheme Governance
How are workplace pension schemes governed? Understand trustee duties, Independent Governance Committees, and member protection.
The Pensions Regulator (TPR)
What does The Pensions Regulator do? Understand TPR's role in auto-enrolment compliance, enforcement, and employer duties.
Frequently Asked Questions
- How do I complain about my workplace pension?
- Start by complaining to your pension provider through their internal process. If unresolved, escalate to the Pensions Ombudsman (free service) for disputes about administration or management. For employer auto-enrolment failures, report to The Pensions Regulator.
- What can the Pensions Ombudsman do?
- The Pensions Ombudsman can investigate complaints about pension administration, make binding decisions, and award compensation for financial loss or distress. They handle disputes between members and schemes/providers. The service is free and independent.
- Can I complain if my employer doesn't auto-enrol me?
- Yes. If your employer fails to meet their auto-enrolment duties, report them to The Pensions Regulator (TPR). TPR can investigate and take enforcement action including penalties. You're protected from detriment for raising complaints.