Complaints and Concerns

We aim to resolve any issues or concerns you have as quickly and simply as possible. That's why, if at any time you have a problem, or need guidance or information, you shouldn't hesitate to contact us. We're here to help.

We have two different routes that your complaint could follow, however don’t worry about picking the right one, we’ll do that for you and let you know which one it is. The two types of processes we could categorise your complaint as are 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. Maladministration falls under a statutory complaint too, so if you’ve suffered an injustice as a result of our actions, its 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.

Where to send your complaint

Please write to us:

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

Give us a call: 0330 123 2222
Email us: resolutionsteam@ppf.co.uk

You can also raise a complaint directly though our website if you have an account, using our secure messaging function. This can be found in once logged in under the Communications main menu.

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

How we deal with your complaints and concerns

This booklet will explain how to escalate an issue or concern and how we'll deal with your request.