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Complaints

Making a complaint to do with your NEST account

Things can go wrong from time to time. When that happens, our aim is to resolve your complaint 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.

You can tell us about your complaint by:

  • logging in to your account at www.nestpensions.org.uk/myaccount and select 'Raise a complaint'
  • telephoning us on 0300 020 0090
  • Writing to us at:
  • NEST
    Nene Hall
    Lynch Wood Business Park
    Peterborough
    PE2 6FY

We'll look into your complaint and try to resolve it as quickly as possible within 20 working days. If we think it’ll take longer, we’ll let you know.

In certain circumstances, you can ask us to handle your case as a dispute under our dispute resolution procedure. Find out more about this in How we handle complaints (PDF)​. Alternatively, you can request a copy by contacting us using any of the methods described above.

 

Complaints about NEST Corporation

If your complaint isn’t to do with your account and is more about NEST as an organisation, you should follow our formal complaints procedure.

Find out about formal complaints

About NEST

NEST was set up by government as a trust and is run to serve the interests of members. We have a robust set of policies and procedures in place to make sure we meet the principles of good governance.

Find out more about our governance