Pension Schemes - unhappy with our service?

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Unhappy with our service?

If, we have got something wrong, or there is a problem with the way we are dealing with your affairs, please let us know. The sooner you tell us the sooner we can do something about it.

It is usually best to speak to the person you normally deal with, or their immediate manager. A phone call will usually be enough to put matters right.

You can expect us to:

  • respond promptly
  • listen carefully and answer accurately
  • treat you fairly, objectively and respectfully.

Please tell the person concerned that there is a problem. When you have a complaint you can complain by letter, phone or fax.

The address to write to is
HMRC Pension Schemes Service
Yorke House
Castle Meadow Road
Nottingham
NG2 1BG

Telephone 0115 974 1600
Fax 0115 974 1480

What can I do if I am still not happy?

If you are still not satisfied with the way we have handled your affairs, and we have been unable to resolve the matter to your satisfaction you can write to the Head of Pensions, Pensions Schemes Services, Julie Elsey, at the address shown below

100 Parliament Street,
London
SW1A 2BQ

If, after you have received the Head of Pension’s reply, you are still dissatisfied with the way your tax affairs have been handled, you can ask the Adjudicator to consider the matter and recommend appropriate action.

The Adjudicator is an impartial referee whose recommendations are independent.

The address is

The Adjudicator’s Office
Haymarket House
28 Haymarket
London
SW1Y 4SP

Telephone 0207 930 2292
Fax 0207 930 2298

You can also contact the Adjudicator

The Adjudicator’s leaflet AO1 (also obtainable from HMRC offices) gives information about complaining to the Adjudicator.

Finally, you can ask your MP to refer your case to the independent Parliamentary Commissioner for Administration (usually known as the Ombudsman).

The Ombudsman will accept referrals from any MP, but you should approach your own MP first.

Further information is available from

Office of the Parliamentary Commissioner
for Administration
Millbank Tower
Millbank
London
SW1P 4QP

Helpline 0845 015 4033
Fax 0207 217 4160
Ombudsman Website
e-mail opca-enqu@ombudsman.org.uk