Our complaints handling process

Pension Works Limited take great pride in our customer service and always seek to deliver the highest standards of customer care. Any complaint that we receive is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. Our internal complaints procedure is designed to resolve our clients’ concerns promptly and efficiently.
Complaints may be made in writing, by email or by telephone to the following contact details:

Pension Works Limited
Booths Park 5
Chelford Road
Knutsford
Cheshire
WA16 8GS
Telephone: 0800 756 1288
Email: info@pensionworks.co.uk

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.

Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

  1. a final response which adequately addresses the complaint; or
  2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within eight weeks of receiving a complaint we will send you either:

  1. a final response which adequately addresses the complaint; or
  2. a response which: explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and informs you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to: –

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567

This must be actioned within 6 months of the date of our final response letter. After 6 months the Financial Ombudsman Service will only consider your case in exceptional circumstances.

For our full terms of business please click here