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Complaints received about pension providers

FOI reference - FOI-33

Date - 1 September 2022


Our FOI concerns the number of complaints you’ve received about the following pension providers, in circumstances where they have been accused of taking too long to transfer a pension, not making a transfer decision in the right way, or causing unnecessary delays for consumers:

  • B&CE / The People’s Pension
  • Mercer
  • Railpen
  • First Actuarial
  • HS Pensions / Salvus Master Trust
  • Cushon
  • The Workers Pension Trust
  • XPS Pensions

Specifically, we would like to know how many complaints you received about each provider, meeting the criteria referenced above, during the following periods:

  • 1 June 2021 to 30 November 2021
  • 1 December 2021 to 31 May 2022

We would also like to know how many of these complaints you upheld.


Following a search of our paper and electronic records, I have established that we do not hold the information you have requested.

TPR’s formal complaint process only considers actions or inaction on the part of TPR or our staff. Therefore we have not received any complaints about the organisations you have highlighted under our formal complaints process.

Any concerns which are sent to TPR about the actions or inaction of other organisations will be reviewed but are classed as restricted information under section 82 of the Pensions Act 2004 (pa04), which defines ‘restricted information’ as:

‘any information obtained by the Regulator in the exercise of its functions which relates to the business or other affairs of any person.’

It is a criminal act to incorrectly disclose restricted information, except as permitted under the PA04.

TPR does publish details of enforcement action we have taken on our external website.