Contact us

Pension Wise can’t answer specific questions about your pension.

For independent help, you can contact:

If you’d like to speak to someone about your pension options, you can book an appointment with a Pension Wise guidance specialist.

Send us feedback about Pension Wise

You can email Pension Wise at contact@pensionwise.gov.uk.

You can also write to us by post:

Pension Wise
PO Box 10404
Ashby de la Zouch
Leicestershire
LE65 9EH

Complaints

If you have a complaint about Pension Wise, please fill in and submit the form below.

If your complaint is about a phone guidance appointment – include your booking reference number (you’ll find this in your confirmation email)

If your complaint is about a face-to-face guidance appointment – include the time, date and location of your appointment

If your complaint is about anything else, please provide as much detail as you can

Full details of our privacy policy, including information on your rights in relation to the data we hold can be found in our privacy policy.

Read our guide if you want to complain about a pension or pension provider.

We’ll let you know when we’ve received your complaint and aim to give a full response within 20 working days.

If we can’t do this (eg, if we need more time to investigate your complaint) we’ll let you know the reason for the delay and when you can expect a response.

If you need to take things further

If you’re not satisfied with our response to your complaint, you can email us at complaints@maps.org.uk to get it escalated. You can also write to us by post:

Money and Pensions Service
Holborn Centre
120 Holborn
London, EC1N 2TD

So that we can provide you with the best possible service, the best time for you to escalate your complaint is within 28 days of the initial response. We will, however, use our discretion to consider complaints after this period.

Please state the reason why you’re unhappy with our first response and include copies of your original complaint and our response. We’ll then investigate and get back to you within 20 working days.

Getting more help

Once you have exhausted our complaints process, and if you remain dissatisfied with our final response to your complaint, you have the right to refer it to the Independent Parliamentary and Health Ombudsman (PHSO).

Make a complaint or telephone 0345 015 4033 (Monday to Thursday from 8:30am - 5:30pm, Friday from 8:30am - 12pm)

Where appropriate, the PHSO will request all the paperwork relating to the complaint as part of your case review. You should contact them within 12 months of our final response.

You can also ask an MP to refer your complaint to the Independent Parliamentary and Health Service Ombudsman. You can get help with finding your MP if you don’t know who they are.