We know things can go wrong from time to time. If that happens, our aim is to resolve your complaint in a fair and timely way.
If you’re not happy with the level of service you have received please let us know. If you have a Data Protection complaint, please see the section below, otherwise you can tell us about your complaint in any one of these ways:
We’ll acknowledge your complaint in writing within two working days.
We’ll then investigate it and try and resolve it as quickly as we can. We will respond within 10 working days. If we think it’ll take longer, or we haven’t reached a decision within that 10 days, we’ll update you on our progress.
If you are not happy with our response to your complaint, you can ask for it to be considered under our Internal Dispute Resolution Procedure (IDRP). You can download information about this procedure below.
Impartial guidance
MoneyHelper (previously The Pensions Advisory Service (TPAS)) is part of the Money and Pensions Service. Members and beneficiaries of pension schemes can contact MoneyHelper for free, impartial, trusted guidance that is backed by the government.
Their contact details are:
Telephone: 0800 011 3797
Website: www.moneyhelper.org.uk
Data Protection Complaints
Under the UK Data (Use and Access) Act 2025 and applicable Data Protection legislation, you have the right to raise a complaint with us if you believe your personal data has been handled unlawfully, inaccurately, insecurely, or in a way that infringes your Data Protection rights.
We will acknowledge receipt of your complaint and take appropriate steps to investigate and respond without undue delay.
Complaints can be directed to:
dpqueries@brightwellpensions.com
You also have the right to lodge a complaint with the Information Commissioner.
Their contact details are:
Telephone: 0303 123 1113
Website: www.ico.org.uk