Making a complaint

We want you to be completely happy with the service you receive from PIC. Of course, there may be times when we don’t get it right. If that’s the case we want to hear from you so we can resolve any problem, listen to your feedback and improve our service.

If your pension is administered by us please get in touch on:

Phone: Monday to Friday 8am – 6pm

0800 542 7000 (UK Freephone)

+44 1325 271 860 (from abroad)

Email: [email protected]

We will listen to your concerns and work with you to try to resolve any problem within three working days. If we haven’t found a solution you’re happy with in that time you can expect us to:

send you a letter that acknowledges and summarises your complaint – within five working days
investigate your complaint and send you a final response as soon as we can. If we’re unable to send a final response within four weeks we’ll send you an update
if, for exceptional circumstances we’re unable to send a final response within eight weeks of receiving your complaint, we’ll write to you explaining why and tell you when you can expect a final response

If you’re not happy with our response, or we haven’t responded within eight weeks you have the right to refer your complaint to the Financial Ombudsman Service. There is no charge for this service and you must refer it to them within six months of our final response letter. You can reach them here:

Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone:

0800 023 4567 (UK Freephone)

If your pension is still administered by a trustee, and not administered by us, please contact your scheme administrator here.

Not sure who administers your pension? Search by your scheme name here.