Guides › Pensions and Retirement › Pension Scheme Complaint: The Pensions Ombudsman
Pension Scheme Complaint: The Pensions Ombudsman
If a workplace or personal pension scheme takes too long, does not follow its rules or gives you wrong information, complain to the scheme first. Workplace schemes have a formal internal dispute resolution procedure, usually in two stages. After the final response you can go to the free Pensions Ombudsman, usually within three years.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
How It Works
Complain First
Raise it with whoever is at fault (employer, trustees or managers, or administrator). Occupational schemes should offer a formal internal dispute resolution procedure, usually two stages, each taking up to four months (extendable for good reason). Then you can go to the Pensions Ombudsman. source
What the Ombudsman Looks At
Taking too long without good reason, not following the rules or law, giving incorrect or misleading information, or not making a decision properly, where this had a significant consequence. It aims to put you back where you would have been; its determination is final, binding and enforceable in court. Mis-selling and advice go to the Financial Ombudsman; State Pension to DWP. source
Time Limit
Usually within three years of the event, or of when you knew or should have known. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 3 yearsGo to the Pensions OmbudsmanFrom the event or when you knew
Steps to Take
Step 1 of 5
Write to the scheme with your member number and what went wrong.
Step 2 of 5
Ask for the internal dispute resolution procedure.
Step 3 of 5
Keep copies and dates of every reply.
Step 4 of 5
After the final response, go to the Pensions Ombudsman.
Step 5 of 5
For bad advice or mis-selling, go to the Financial Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Pension Scheme
Complaint, then the internal dispute procedure.
The Pensions Ombudsman
After the final response, within three years.
Good to Know
Small things that make your complaint stronger.
Ask for any delay in a transfer to be explained in writing.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- pensions-ombudsman.org.uk/how-complain-about-pension-problem Checked 13 October 2026
- pensions-ombudsman.org.uk/what-we-can-and-cannot-do Checked 13 October 2026
- pensions-ombudsman.org.uk/faq/question-11 Checked 13 October 2026