We've designed Smart Pension to make it as easy as possible for you to manage your workplace pension, and we hope you enjoy using our service.

Our customer support team are available from 9.00am to 5.00pm via email, telephone, and live chat. However, we understand that if something doesn’t go as smoothly as you’d like, you may wish to complain. Complaints are very rare, but when they do arise, we take them very seriously.

How do I complain

If you're unhappy with any aspect of the scheme, you can contact the Smart Pension Master Trust via email at complaints@smartpension.co.uk. You should receive an acknowledgment within five working days and a formal reply within 28 days.

How do I escalate a complaint

If you're still unhappy, you can make a formal complaint to the trustees, who will acknowledge receipt and must then give their decision within four months. You can contact them by:

Can I contact The Pensions Ombudsman about my complaint?

You have the right to refer your complaint to The Pensions Ombudsman free of charge. The Pensions Ombudsman deals with complaints and disputes that concern the administration and/or management of occupational and personal pension schemes.

You can submit a complaint online using this form online here. Alternatively, you can contact them by:

Where can I get guidance?

If you have general requests for information or guidance about your pension arrangements, contact The Pensions Advisory Service (TPAS). You can reach them by:

Did this answer your question?