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Making a complaint about The Pension Service

The Pension Service deals with many benefits and services. If you are unhappy with something The Pension Service has done you can make a complaint. Find out how to make a complaint and what to do if you are unhappy with the outcome of your complaint.

Benefits and services dealt with by The Pension Service

The Pension Service is part of the Department for Social Development and deals with many benefits and services, including:

  • State Pension
  • Additional State Pension
  • Pension Credit
  • Over 80 Pension
  • Winter Fuel Payments

How to make a complaint

If you are unhappy with the service The Pension Service has provided, you should contact The Pension Service to make a complaint.

If you think a decision about your benefit claim is wrong there is a different process. To find out about this process see ‘How to appeal against a benefits decision’.

What to do if you are unhappy with the outcome of your complaint

If you are unhappy with the way your pension centre deals with your complaint you can contact the The Pension Service manager. You can find their address on the letters The Pension Service sends you or by phoning 0845 601 8821.

Your complaint will be dealt with in the best way for you. For example, if you want to be contacted by phone, instead of in writing, let the office know.

The Pension Service will aim to reply to your complaint within ten working days.

If you are still unhappy, you can write to the chief executive of the Social Security Agency at:

Lighthouse Building
1 Cromac Place
Gasworks Business Park
Ormeau Road
Belfast
BT7 2JB

Your complaint will always be considered using this process. If you approach the chief executive but you have not had a reply from The Pension Service, your complaint will be sent there first.

Other help available with your complaint about service

Independent Case Examiner

The Independent Case Examiner is independent of The Pension Service and offers a free and impartial review of a complaint. You must contact them within six months of receiving a final reply about your complaint from the chief executive of the Social Security Agency.

The Independent Case Examiner will not look at your complaint unless you have received a response from the chief executive of the Social Security Agency .

Parliamentary and Health Service Ombudsman

You can also contact your Member of Parliament who may be able to send your complaint to the Ombudsman.

The Ombudsman would expect you to first raise your complaint with The Pension Service. The Ombudsman will not normally become involved until The Pension Service has had the opportunity to deal with your complaint through their complaints procedures. Where appropriate, The Pension Service complaints procedure includes having the matter reviewed by the Independent Case Examiner.

If a serious mistake has been made

If The Pension Service has made a serious mistake, it may be able to give you a small special payment.

It will consider making a special payment if it agrees you have suffered financially as a result of a mistake made in handling your claim.

If you think a decision about your pension or benefit is wrong

If you think a decision about your pension or benefit claim is wrong, you can ask the office who made the decision to explain it.

You can also ask to have the decision reconsidered. If you are still unhappy, you can usually appeal against the decision.

More useful links

Do it online

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