Complaints

Things can go wrong from time to time. When that happens, we want to fix your problem in an efficient, fair and timely way. Where we’ve made a mistake we’ll explain what went wrong and take steps to put things right for you.

If you decide to raise a complaint with us, you’ll need to tell us whether your complaint concerns:

• Handling of your Nest account (Nest pension scheme) – things like problems with your contributions, pension transfers or meeting your pension duties as an employer
• Nest Corporation – things like how we’re run, or behaviour or actions of our Board or staff unrelated to handling your account

Before you raise a complaint

It will help us fix your problem if you can tell us:

• the issue – what happened and when it happened
• what impact it had on you

If you have any copies, screenshots or evidence of your experience, it may help us pinpoint the problem more quickly.

How to raise a complaint about your Nest account

For security reasons we cannot discuss any of your account details by email.

Log in and use our complaint form

When you log in to your account you can raise a complaint and use our forms to securely give us information about what happened.

Members

• go to the ‘Support’ tab and
• select ‘Complaints’
• use the form to tell us about your problem

Employers

If you’re an employer using Nest for your workplace pension scheme or delegate acting for an employer: 

• go to the ‘Organisation details’ tab 
• Select ‘Raise a complaint’ 
• use the form to tell us about your problem 

When you’re logged in you can also use live web chat to get help with a problem or raise a complaint. Our web chat service is available from 8am to 8pm Monday to Sunday, except on public and bank holidays.

Phone us

If you phone us, we’ll ask you about your complaint and do what we can to fix the problem immediately.

When you call you’ll be asked a series of security questions to verify your identity. Please have your Nest ID number and National Insurance number handy.

• Members – call us on 0300 020 0090

• Employers – call us on 0300 020 0393

• Not a member or employer? – call us on 0330 020 0090

Our contact centre is open from 8am to 8pm Monday to Sunday, except on public and bank holidays.

If you can’t log in

The best way to be in touch about a problem is to phone us. But you can write to us by post if you can’t phone us or log in to your account.

Send your complaint by post to:

Nest Pensions
Nene Hall
Lynch Wood Business Park
Peterborough
PE2 6FY

When you write include:

• your Nest ID number
• the best way to contact you – by phone or post
• the issue – what happened and when it happened
• what impact it had on you
• any copies, screenshots or evidence of your experience that may help us pinpoint the problem

We’ll let you know if we think your problem may take longer to get fixed, or if the problem is being caused by another party.