Steps to follow

• If you have a problem with your state pension, first contact your pension centre and explain what you think is wrong. They will aim to investigate your complaint within seven days. If your complaint is upheld they will apologise, explain what went wrong and rectify the problem promptly.
• If you’re not satisfied with the way your pension centre deals with your complaint, next contact the pension centre manager.
• If you’re still unhappy, write to the Chief Executive, Terry Moran, at: The Pension Service, PO Box 50101, London SW1P 2WU.
• Your next step is to write to the Independent Case Examiner who offers a free impartial mediation and review service.
• If the matter is still not resolved to your satisfaction you could speak to your MP and ask them to refer your complaint to the Parliamentary and Health Service Ombudsman.
• If you have a problem with a personal pension plan or stakeholder pension scheme, first try to sort it out with the scheme provider with a complaint to the company’s compliance officer. Keep a record of all communications. The provider must follow a formal complaints procedure set out by the Financial Services Authority (FSA). The provider must respond within eight weeks or explain the delay.
• If you’re not happy with the response, and your complaint is mainly about sales and marketing or advice you have received, then you can take your complaint to the Financial Ombudsman's Service (FOS). This must be done within six months of your plan provider’s final response.
• If your complaint is mostly about the operation of your plan, then you could refer the matter to the Pensions Advisory Service (PAS). One of their volunteer advisors will study all the documents related to your case and, if they believe your complaint is justified, will try to resolve the problem through conciliation and mediation.
• If the PAS can’t sort out the problem, you can take your complaint to the Pensions Ombudsman. This must be done within three years of the event being complained about.
• If after studying the evidence the ombudsman decides to investigate your case, he will send details of your complaint to the scheme you are complaining about for their response. A public oral hearing may be held for which it’s a good idea to have legal representation. When the ombudsman has completed his investigation, he will send a preliminary report to both sides for any final comments.
• The Ombudsman can order pension providers to reconsider a decision, to backdate pension benefits, or to pay compensation for distress.
  Work-based pension schemes are regulated by the Pensions Regulator. The Pensions Ombudsman will not look into matters which are regulated in this way, unless the regulator has first finished an investigation, or opted not to investigate.

What to watch out for

When choosing a private pension plan make sure you shop around and get expert advice from an independent financial advisor (IFA). Before you settle on an IFA, ensure they are properly qualified and regulated. IFAs are usually regulated by the Financial Services Authority, although solicitors and accountants acting as IFAs should be regulated by the Law Society or the Institute of Chartered Accountants. Get quotes from at least three before settling for one of them. Ask your friends to recommend one. Try and get references for the one you prefer before committing.

Solicitor’s top tip

The ombudsman's decision is binding, so you can’t go to court if you are unhappy with the decision – you can only appeal to the High Court on a point of law. A solicitor will be able to advise you if this is a possibility.

Useful links

Free advice

Help The Aged
British Pension
Pensions and Retirement Planning
Department For Work and Pensions
Pension Sorter
Pensions Ombudsman
Financial Ombudsman Service
Pensions Advisory Service
The Independent Case Examiner website
Parliamentary and Health Service Ombudsman
Pensions Regulator

Online services

Windsor Pensions
Pension Quotes
Pension Pot Calculator

Useful articles

Overview of retirement
Overview of stakeholder pensions
Requirements to provide pensions to employees
Do I need a lawyer? (personal)