Complaints

If you can’t find what you need you should contact Civil Service Pensions and explain your concerns. We often find that a simple conversation can resolve matters for members.

We're reliant on other parties such as your employer at times as we need information from them to finalise pension details.

We can deal with any complaint about the way in which we have carried out, or failed to carry out, our role.

This can include, for example,

complaints about mistakes
misunderstandings
lack of information or delays

If you need to complain

We will do everything we can to resolve your complaint as quickly as possible including:

acknowledge your complaint within 2 working days
assign a dedicated member of the customer service team to manage your complaint
provide a full response to your complaint, or an update on progress within 20 working days
continue to manage your complaint and update you on progress until your issues have been resolved

Please complete the form below to raise your complaint:

Make a complaint

Confirm before proceeding

Please confirm you've read the complaints we can and can't deal with *

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I confirm that i've read the above information and need to get in touch to make my complaint

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Your name *

First name

Surname

Email address *

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We’ll use this email address to reply to your query so please ensure you have access to the email account. Most members use their personal email.

Mobile phone number

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This is optional. If you provide a number, we might use it to contact you in future.

National Insurance (NI) number *

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We'll use your National Insurance Number to help us identify you. We need to be able to verify your identity so that we can access your pension record and respond to your query.

Details of your complaint *

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Try to be as detailed as you can in your message.

How would you like you complaint to be resolved?

Upload any supporting documents

Give your consent to process and store this information *

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So that we can pick up and respond to you query, we need to process and store the information you are sending us through this form in line with our Privacy Policy. We need your consent to do that.

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Read the Privacy Policy

If you remain dissatisfied

We aim to resolve your complaint, however, if your dispute remains unresolved, you can use the two stage Internal Dispute Resolution (IDR) procedure, which is a statutory process that all occupational pension schemes must have in place. For more information, see the full details of the IDR procedure.

If you have received a decision under Stage 1 and Stage 2 of the IDR process and feel your complaint remains unresolved, you can appeal to The Pensions Ombudsman:

The Pensions Ombudsman

Tel: 0800 917 4487

Email: enquiries@pensions-ombudsman.org.uk

Website: www.pensions-ombudsman.org.uk

The Pensions Ombudsman deals with complaints and disputes which concern the administration and/or management of occupational and personal pension schemes.

You can submit a complaint form online:

www.pensions-ombudsman.org.uk/our-service/make-a-complaint/

Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of you becoming aware of the event. There is discretion for those time limits to be extended.

If you need to complain

Make a complaint

If you remain dissatisfied

The Pensions Ombudsman

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