There are many things providers must do during the life of your pension. Sometimes they can take longer than they should. Often these can be considered ‘reasonable’ delays. But if you think you’ve lost out financially because something took too long, you might be entitled to compensation.
What’s in this guide
When delays cause problems
Finding out who might be responsible for a delay can be difficult.
Typically, delays become an issue when a provider takes too long to:
- pay you your pension
- give you a quote
- transfer your pension from one provider to another
- invest your contributions.
Sometimes, these things need to be done within legal time limits.
But more often, it’s a case of what’s ‘reasonable’. And this can vary from case to case. It will also depend on the circumstances.
Need more information on pensions?
Call us free on 0800 011 3797 or use our webchatOpens in a new window. One of our pension specialists will be happy to answer your questions.
Our help is impartial and free to use, whether that’s online or over the phone.
Opening times: Monday to Friday, 9am to 5pm. Closed on bank holidays.
What you can do
Do you think a provider took too long to do something, and you’re worse off as a result? Then it’s best to talk to your pension provider first. Ask them to address your concerns.
If the delay has caused you a financial loss, you might be entitled to compensation. This will make sure you’re not worse off as a result of the delay. In some cases, for example, you might also receive interest on late payments to you.
Find out more in our guide Getting compensation for a pension problem
If you're unhappy with their reply, call us on 0800 011 3797 (Monday to Friday, 9am to 5pm). One of our pension specialists might be able to explain your provider’s response, and what it means for you.
