Complaints procedure

Email contact@auditmypension.co.uk with “Complaint” in the subject line, or write to us by post (postal address published on the contact page once confirmed). Tell us what happened, when, and what you would like us to do about it. If you need a different format — for example large print or a phone conversation — say so and we will accommodate it.

• We acknowledge your complaint within 3 working days.
• A senior member of the team who was not involved in the issue investigates it.
• We aim to give you a full written response within 20 working days. If it will take longer — for example because we are waiting on a scheme administrator — we tell you why and give you a revised date.
• Our final response explains what we found, what we will do, and any remedy we are offering.

If you are unhappy with our final response, you can ask for it to be reviewed by the service owner. For complaints about how we have handled your personal data, you can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Complaints about your pension scheme itself (rather than our service) can be raised with the scheme administrator, and ultimately with The Pensions Ombudsman, which is free to use.

Raising a complaint never affects the service you receive or any no-win-no-fee arrangement. If we got something wrong that affected your fee, we will put it right.