I’m unhappy with the service I’ve received, what should I do?

If you have any concerns about our service, please get in touch with us. Your feedback is invaluable. It helps us to find out what we’re doing wrong as well as what we’re doing right. Ultimately it’s how you can help us continually improve our services for everyone.

The sooner you talk to us, the sooner we can help you.

How to make a complaint

There are two types of complaint - each with a different path to getting things resolved. We don’t expect you to know which category your complaint falls into, so don’t worry, our dedicated Resolutions team will review it and let you know. Just tell us what your concern or feedback is by using the contact details below:

General complaints

This type of complaint is usually about a problem you’ve experienced with our service, or a mistake you feel we've made. If you’re unsure or unhappy about any of your dealings with us, please let us know as soon as you can. This allows us to solve problems quickly and stops similar issues arising in the future.

Statutory complaints

This type of complaint is about how we’ve applied our legislation and made a decision, such as on your entitlement, or your eligibility to compensation payments from us. For PPF members, maladministration falls under a statutory complaint too, so if you’ve suffered an injustice as a result of our actions, it's likely your complaint will be dealt with in this route so we can try to put things right.

If you think your concerns could be addressed in either of our above complaints processes, or you’d like to suggest an improvement to the service we provide, please contact us using the below details at any time as we’d love to hear from you.

If you’re a member you can also raise a complaint directly through your member account using our secure messaging function.

Each complaint can be escalated if you’re not happy with the response you’re provided within the first instance. Our complaint leaflet explains the process in more detail.

You don’t have to be a member to make a complaint. Use the details below to contact us.

How to make a complaint

By post:

Resolutions Team
Pension Protection Fund
PO Box 254
Wymondham
NR18 8DN

By telephone: 0330 123 2222

By email: [email protected]

Complaints about the Financial Assistance Scheme (FAS)

By post:

Resolutions Team
Financial Assistance Scheme
PO Box 287
Wymondham
NR18 8EZ

By telephone: 0330 678 0000

By email: [email protected]


Download our complaint guidelines

Our complaint leaflets explain in more detail what you need to do to make a complaint and how we'll deal with it.