At Smart Pension we try to make it easy for you to manage your workplace pension as a member of the scheme and an employee impacted by auto enrolment legislation.  We hope our service is easy to use, with high quality online help and email/chat/telephone support if and when needed.

We recognise that sometimes things don't go smoothly and you may wish to complain.

How to Complain

If you are dissatisfied with the quality of the service provided, either by Smart Pension or our pension administrators, Apex Fund Services UK Limited, you may complain by: 

  1. E-mail (preferred) to complaints@smartpension.co.uk
  2. Telephone by calling the Employee Support telephone line between 11am and 2pm Monday to Friday (0333 666 2626); or by
  3. Writing to us at Smart Pension Ltd, 20 Eastbourne Terrace, London, W2 6LG.

Please provide as much information as possible, including your full name, the name of your employer as well as the reason/s for your complaint.  If you write to us, please make sure you include a telephone number or email address in case we need to ask you further questions.

We will respond to any complaint as quickly as we can.  We aim to respond within three working days, although for complex cases it may take us a bit longer, in which case we will let you know.  

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