If you’re a member of The People’s Pension, our secure site is an easy way for you to view and manage your pension pot with us.
If you have another product with People's Partnership, the provider of The People’s Pension – and you’d like more information, please visit B&CE’s financial services webpages.
Securely operate and manage all aspects of your account with us.
Secure logins to the toolkit in your Adviser Centre and to your client accounts.
The first step is to let us know about your concern. You can find out more about our promise in our complaints process.
The easiest way to let us know about your concern is to email us at the email address below.
If you’re none of the above or are complaining on behalf of someone, call us on 0300 2000 555. Calls are charged at local rates.
If you’re none of the above, please include your name. If you’re complaining on behalf of someone, you’ll need to include their details.
No matter how you contact us, we aim to resolve your complaint as quickly as possible. Our Resolutions team will acknowledge your complaint and let you know how we’re investigating your concerns, and how long we think this will take.
We are committed to providing a high quality, accessible and responsive service to our members, stakeholders and the general public. One of the ways in which we can continue to improve our service to you and to others is by listening and responding to your comments and complaints.
We abide by the requirements of the Trust Deed and the Charity Commission.
We hope you will be fully satisfied with the products, services and advice we provide, but if you have a complaint about our service we want to hear from you. We will take your complaint seriously and will address it and respond to it as quickly as possible.
There are two ways to get in touch:
To help us investigate your complaint, please provide as much of the following information as possible when you contact us:
We aim to resolve your complaint immediately – if we can’t – we’ll write to you, and let you know how we’re investigating your concerns and how long we think this will take.
We will acknowledge your complaint within five working days.
We hope to respond in full within this time, but if this is not possible we will explain why and give you a date by which you can expect a full reply.
We’ll write to you within eight weeks of receiving your complaint with either:
We’ll send you a final response:
If you’re unhappy with our final response (or if we’ve been unable to resolve your complaint within eight weeks) and your complaint is regarding the Charitable Trust, you may obtain further information from:
Visit the government website who can provide further information on complaining about a charity.
If we make a mistake or you’re unhappy with our service, we’ll listen and deal with your complaint fairly and promptly.
We’ll respond to your complaint within 3 working days after the date we receive it
If the Resolutions team can’t resolve your complaint within 3 days, we’ll let you know and your complaint will be passed to the Complaints team to manage the investigation.
We’ll write to you within 8 weeks of receiving your complaint
We’ll either have a final response or if we still need more time, we’ll explain the reason for the delay, letting you know when you’ll receive a final response.
Our final response to you
If we were at fault, we’ll make every effort to put you in the position had the error not occurred and we may offer a form of compensation. Or if we reject your complaint, we’ll give you a full explanation.
If you’re unhappy with the outcome
If you’re unhappy with our final response, you can get in touch with one of the organisations listed below. The organisation you should contact will depend on whether you’re a member, employer or adviser:
If you’re none of the above or are complaining on behalf of someone, please contact any of the organisations below.
An independent organisation that provides information and guidance to members of the public.
0800 011 3797
The Pensions Ombudsman
An independent organisation set up by law to investigate complaints about pension administration. The Pensions Ombudsman will look at the facts without taking sides. They have the legal power to make decisions that are final, binding and enforceable.
The Pensions Ombudsman
10 South Colonnade
0207 630 2200
The Pensions Regulator
The UK regulator for work-based pension schemes. They have wide-ranging powers and are able to intervene in the running of pension schemes where trustees, employers or professional advisers fail in their duties.
The Pensions Regulator
125-135 Preston Road
0345 600 1011
If you would like to see data on our previous complaints then go to our People’s Partnership complaints data page.