Making a complaint

The contact details for making a complaint will depend on whether or not your scheme is administered by PIC.

Pension scheme not administered by PIC:

If your pension scheme is still under Trustee administration, please contact your scheme administrator in the first instance. You can find contact details for your scheme administrator here.

Pension scheme administered by PIC:

We set ourselves high standards, so if you are in any way unhappy or dissatisfied with our service please contact us on:


Monday - Friday, 8am - 6pm

0800 652 7000 (UK Freephone)

+44 1325 271 860 (from abroad)


If you contact us with a complaint, we will work with you to try to resolve it within three working days. If this isn’t possible we will:

  • Issue you with an acknowledgement letter summarising your complaint within five working days of receiving your complaint.
  • Investigate your complaint and send you a final response as soon as we can. If we are unable to send you a final response within four weeks we will send you an update.
  • If we are unable to send you a final response within eight weeks of receiving your complaint we will write to you explaining why and tell you when you can expect a final response.

If you are not happy with our response, or we have not responded within eight weeks you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. Contact details are shown below and you must refer to them within 6 months of our final response letter.

The Financial Ombudsman Service
Exchange Tower
E14 9SR


08000 234567

+44 20 7964 0500 (from abroad)