This page is where you can find useful contact information for pension related services.
Complaints and disputes
The Pensions Department can help you with most of your questions and concerns but if you have a problem that they are unable to resolve, you can contact the Trustee using our formal complaints procedure.
You must put your complaint in writing to the Secretary to the Trustee who will look into the concerns you raise and reply as soon as possible – it depends how complex your issues are. The statutory time limit is four months.
If you are unhappy with the response, you can appeal by contacting the Secretary to the Trustee and asking for a form and a copy of the formal Disputes Resolution procedure. There are also independent organisations who can support you.
Useful contacts
The Pensions Advisory Service (TPAS)
You can contact TPAS at any point during the formal complaints procedure. To help them understand your problem and respond appropriately, you should send them copies of any relevant correspondence. You can contact them at:
Contact
The Pensions Advisory Service, 11 Belgrave Road, London, SW1V 1RB
The Pensions Ombudsman
The Pensions Ombudsman will step in only once you have been through the Fund’s formal dispute procedure and have been unable to agree a resolution. You can contact The Pensions Ombudsman in one of the following ways:
Contact
11 Belgrave Road, London, SW1V 1RB
The Pensions Trust
The Pensions Trust is one of the UK’s leading providers of workplace pensions. They are a Master Trust and offer multi-employer and standalone workplace schemes.
Contact
Verity House, 6 Canal Wharf, Holbeck, Leeds LS11 5BQ
Aviva
Aviva plc is a British multinational insurance company headquartered in London, England. Aviva provide our Group Personal Pension Plan after they took over Friends Life in 2014.
Contact
Aviva plc, St Helen's, 1 Undershaft, London, EC3P 3DQ
Online resources
These websites are a useful source of information about pensions and general financial matters.
- www.gov.uk for the government information and public services, including workplace pensions and State benefits including tracking down lost pension schemes.
- www.moneyadviceservice.org.uk for general information on money matters.
Looking for financial advice?
You can find a list of registered financial advisers on the following websites: www.fca.org.uk and www.unbiased.co.uk. You can also ring the Financial Conduct Authority free on 0800 111 6768.