PensionBee Complaints Policy

At PensionBee we place the Financial Conduct Authority principles of Consumer Duty regulations at the centre of what we do, and strive to ensure that we provide a service level that meets, if not surpasses, the expectations of our customers. On occasions when we do not meet the expectations of our customers, this page summarises how we will treat a complaint or expression of dissatisfaction.

Contact details for complaints

You should contact us promptly if you are dissatisfied with any aspect of the PensionBee Services:

Phone: 020 3457 8444 (Monday-Friday, 9:30am – 5:00pm)
Email: [email protected]
Write: PensionBee Limited, 209 Blackfriars Road, London, SE1 8NL

Timescales

Please see the following set of timescales we endeavour to adhere to upon receipt of any customer complaint:

Initial response

We’ll do our best to send an initial response within 24 hours, acknowledging receipt of your complaint. If your complaint is received after working hours or on a non-working day, it will be deemed received on the next following working day.

Ongoing responses

We aim to deal with all complaints (either verbally or in writing) within the close of three working days after receiving your complaint.

If your complaint proves to be particularly complex and we have been unable to reach a conclusion, so we have not been able to deal with your complaint within three working days, we will keep you updated with our progress.

Summary Resolution Communication

When a complaint is resolved within the close of three working days we will send you a summary resolution communication: a written communication which refers to the fact that you made a complaint and informs you that we now consider the complaint to have been resolved. The communication also informs you that, if you subsequently decide you are still not satisfied, you may refer your complaint to the Financial Ombudsman Service. You can refer your complaint within 6 months of receiving our response or lapse of 8 weeks from the date of your initial complaint in case no final response has been given.

Final response

If your complaint is unable to be resolved in those three working days or if our investigation requires more time and so our reply is issued outside of three working days, we will issue you with a final response. In accordance with the Financial Conduct Authority’s complaints handling procedures, this will be sent within 8 weeks of receipt of your complaint.

If you remain dissatisfied with our response, you have the right to refer your case to the Financial Ombudsman Service at any time within 6 months from the date on our final response.

If we are unable to issue our final response within 8 weeks, we will provide a written response which explains why we are not in a position to make a final response and indicates when we expect to provide one. We will also inform you that the complaint may now be referred to the Financial Ombudsman Service.

More information

The Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is an independent complaint resolution scheme that settles complaints between consumers and businesses that provide financial services.

If you remain unhappy with the outcome of our complaint response, and we are unable to assist you further, or you have not received our final response within 8 weeks, you can contact the Financial Ombudsman Service using the details below. You can get in touch with them free of charge.

Please know that the Financial Ombudsman Service states that you should give the financial business you’re unhappy with a chance to sort things out before bringing your complaint to them. This means they will only be able to consider your complaint after PensionBee has had the opportunity to review and resolve the issue within 8 weeks of you making the complaint to us.

You can contact the Financial Ombudsman Service using the details below:

Phone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Write: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Website: https://www.financial-ombudsman.org.uk/contact-us/complain-online

You can find out more information on the Financial Ombudsman Service website.

Updates

We will update and amend this Complaints policy from time to time to reflect ongoing compliance requirements and changes in the complaints handling rules of the Financial Conduct Authority, or otherwise to improve our responsiveness to our customers and their concerns.