Pension Complaint Letter — What to Include and How to Write It
Nadeem Pervazis a solicitor at Edward & Amaury Solicitors, a law firm authorised and regulated by the Solicitors Regulation Authority. Content is reviewed for legal accuracy and compliance with FCA guidance and SRA conduct standards.
TL;DR — Quick Summary
- ▸Before going to the FOS, you must first complain to the firm — they have eight weeks to respond.
- ▸Your complaint letter needs to include: your details, the dates of the advice and transfer, why it was unsuitable, and the loss suffered.
- ▸A generic template letter is less effective than a personalised, evidence-backed complaint.
- ▸For complex claims (especially DB transfers), professional help in drafting the complaint often improves outcomes.
- ▸Keep records — the six-month window to go to the FOS runs from the firm's final response.
Before you can refer a pension mis-selling complaint to the Financial Ombudsman Service, you must complain directly to the firm that gave you the advice. This page explains what to include in your complaint letter and how to give your complaint the best chance of success.
Quick Answer
A pension complaint letter to the firm is required before going to the FOS. It should be specific, factual, and evidence-backed — stating clearly what happened, why the advice was unsuitable, and what loss you have suffered. The firm has eight weeks to respond.
If the Firm Has Failed — Skip This Step
If the firm that gave you the advice is no longer trading and has been declared in default by the FSCS, you do not need to complain to the firm first. Apply directly to the FSCS instead. See our FSCS claim guide.
What Must Go in a Pension Complaint Letter
Your details
Full name, address, contact telephone and email, and date of birth.
Account/policy references
The pension plan or SIPP reference number, and any account numbers for the original pension you transferred from.
Name and address of the firm
The full name of the firm you are complaining about, and their FCA reference number if known.
Dates
Date of the advice, date of the pension transfer, and dates of any relevant meetings or correspondence.
What happened
A clear, factual description of the advice you were given and the actions you took as a result.
Why it was unsuitable
Why the advice was not in your best interests — your risk appetite, objectives, financial circumstances at the time.
The loss
Your best estimate of the financial loss suffered — the value transferred in versus the current value, or the DB benefits given up.
What you want
A clear statement of what you are asking for — typically compensation to put you in the position you would have been in had the advice not been given.
What Happens After You Submit the Complaint
Once the firm receives your complaint:
- Acknowledgement — the firm must acknowledge your complaint promptly (typically within five business days).
- Investigation — the firm's complaints team will review the advice given, the evidence, and the applicable regulatory rules.
- Final response — within eight weeks, they must issue a final response. This may uphold the complaint (and offer compensation), partially uphold it, or reject it.
- Next steps — if the response is unsatisfactory, or if eight weeks have passed without a final response, you can refer to the FOS within six months of the final response.
See our guide on the full pension claim process.