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 B&CE, 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.
Being open and clear in all that we do is important to us.
Take a look at how we’re committed to treating our customers fairly.
Trust and transparency »We aim to provide a high-quality level of service to all our customers.
If we make a mistake, or you’re unhappy with our service, we’ll listen and deal with your complaint fairly and promptly.
Simply select the tab relevant to you (whether you’re a member, employer or an adviser) to find out how to complain.
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’ll respond to your complaint within 3 working days – although we may not always have a resolution by then.
We’ll write to you within 8 weeks of receiving your complaint with either:
Our final response to you:
If you’re unhappy with our final response and your complaint is about The People’s Pension Scheme, Lump Sum Retirement Benefit, Additional Voluntary Contributions, Employee Life Cover or Holiday Pay Scheme:
You can use our internal dispute resolution procedure to escalate your complaint. We’ll send you more details about this.
If you’re unhappy with our final response (or if we’ve been unable to resolve your complaint within 8 weeks) and your complaint’s regarding RapidCash, TUTMAN B&CE Contracted-out pension scheme, Term Assurance, Personal Accident or Employee Accident Cover from B&CE:
You may have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within 6 months of our final response to your complaint.
If you don’t refer your complaint in time, the Ombudsman won’t have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 0234 567
Website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
Or you could also refer your concerns to one of the companies below. They may need you to go through our internal procedures first, but you can find more information on their websites.
An independent organisation that provides information and guidance to members of the public.
MoneyHelper
120 Holborn
London
EC1N 2TD
Phone: 0800 011 3797
Website: www.moneyhelper.org.uk
The UK regulator for work-based pension schemes. The authority has wide ranging powers and, amongst other things, is able to intervene in the running of pension schemes where trustees, employers or professional advisers fail in their duties.
The Pensions Regulator
Napier House, Trafalgar Place
Brighton, East Sussex
BN1 4DW
Phone: 0345 600 7060
Website: www.thepensionsregulator.gov.uk
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
London
E14 4PU
Phone: Local: 0800 917 4487 Overseas: +44 (0) 207 630 2200
Email: CentralSupportMailbox@pensions-ombudsman.org.uk
Website: www.pensions-ombudsman.org.uk/making-complaint
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’ll respond to your complaint within 3 working days – although we may not always have a resolution by then.
We’ll write to you within 8 weeks of receiving your complaint with a final response or:
Our final response to you:
If you’re unhappy with our final response (or if we’ve been unable to resolve your complaint within 8 weeks) to your complaint regarding RapidCash, Tutman Contracted-out pension scheme, Term Assurance, Personal Accident or Employee Accident Cover from B&CE:
You may have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do this within 6 months of our final response to your complaint.
If you don’t refer your complaint in time, the Ombudsman will not have our permission to consider your complaint, unless in very limited circumstances, for example, if the Ombudsman believes that the delay was because of exceptional circumstances.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 0234 567
Website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
To find out whether you can take your complaint further visit the Financial Ombudsman Service and scroll down to the section, ‘I run a business – can you help me?’.
If you’re unhappy with our final response (or if we’ve been unable to resolve your complaint within 8 weeks) and your complaint is regarding The People’s Pension, Lump Sum Retirement Benefit, Additional Voluntary Contributions, Employee Life Cover or Holiday Pay Scheme, you can refer your concerns to one of the below.
They may require that you to go through our internal procedures first, but you can find more information on their websites:
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
Napier House, Trafalgar Place
Brighton, East Sussex
BN1 4DW
Phone: 0345 600 1011
Website: www.thepensionsregulator.gov.uk
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
London
E14 4PU
Phone: Local: 0800 917 4487 Overseas: +44 (0) 207 630 2200
Email: CentralSupportMailbox@pensions-ombudsman.org.uk
Website: www.pensions-ombudsman.org.uk/making-complaint
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’ll be investigating your concerns, and how long we think this will take.
We’ll respond to your complaint within 3 working days – although we may not always have a resolution by then.
We’ll write to you within 8 weeks of receiving your complaint with either:
You could also refer your concerns to The Pensions Regulator. They may require that you to go through our internal procedures first. You can find out more information on their website at www.thepensionsregulator.gov.uk.
The Pensions Regulator is 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
Napier House, Trafalgar Place
Brighton, East Sussex
BN1 4DW
Phone: 0345 600 1011
Website: www.thepensionsregulator.gov.uk
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.
We aim to provide a high-quality level of service to all our customers. If you’re unhappy with our service, we will listen and deal with your concerns fairly and promptly.
Detailed below are the number of complaints we received and completed from 1 April 2021 to 30 September 2021.
Firm Name: B & C E Financial Services Limited Other firms included in this report (if any): Not applicable Period covered in this report: 1 April 2021 to 30 September 2021 Brands/trading names covered: The People’s Pension |
||
Decumulation and pensions | ||
Number of complaints opened by volume of business | Provision (at reporting end period) | 0.29 per 1,000 policies in force |
Intermediation (within the reporting period) | Not applicable | |
Number of complaints opened | 2,114 | |
Number of complaints closed | 2,133 | |
Percentage closed within 3 days | 58% | |
Percentage closed after 3 days but within 8 weeks | 38% | |
Percentage upheld | 25% | |
Main cause of complaints opened | Delays / Timescales |
Please note that we are unable to provide data for complaints about:
as they do not apply to the products and services provided by B & C E Financial Services Limited.
If you have any questions or feedback about this data, you can send us an email at resolutions@bandce.co.uk.