Complaints

We are committed to providing products and services of the very highest standards. If you feel that we haven’t lived up to your expectations in any way, we would like to know so we can put things right.

If you have a complaint please contact us at our head office; The Axis Building, Maingate, Kingsway, Team Valley, Gateshead, NE11 0NQ or telephone 0191 404 6806.

Our Complaints Process

We will do all we can to resolve your complaint by the end of the third business day. If we can’t do this we will write to you within five working days to tell you what we have done to resolve the problem, or we will acknowledge your complaint and let you know when you can expect a full response.

If we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service www.financial-ombudsman.org.uk for an independent review. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.

Pension Matters is a trading style of Pension Matters (North East) Limited which is authorised and regulated by the Financial Conduct Authority. FCA No. 776638. Registered in England and Wales No. 9363175. Registered address: The Axis Building, Maingate, Kingsway, Team Valley, Gateshead, NE11 0NQ. Privacy notice