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Complaints

We’re committed to dealing with any concerns you may have about Nest in a timely manner. When making a complaint it’s important that you select the correct process so that we can put things right for you as quickly as possible.

  • The first process “Complaints about the Nest pension scheme” should be followed in most cases, unless you don’t have access to your account or you have a complaint about Nest Corporation which is unrelated to your account
  • The second process “Complaints when you’re unable to access your online account” should be followed when you have an issue with accessing your online account or you don’t know your account details.
  • The third process “Complaints about Nest Corporation” should be used when you have a complaint which is unrelated to your account for example about how Nest Corporation has operated or operates as a public corporation, the behaviour and actions of Nest Corporation’s staff, the Trustee.

We want to give you great customer service but, sometimes things do go wrong. We aim to answer complaints within 20 working days but will let you know if it’s expected to take longer. If you phone us, we’ll do what we can to talk through the issues and resolve your complaint immediately.

Making a complaint about the scheme

We can usually resolve most issues straightaway, so we’d always suggest giving us a call first. This is so we can fully understand your issue and put things right as quickly as possible.
Please contact us using one of the following options:

Phone: This is the preferred method as this gives us the opportunity to put things right for you as soon as possible. When you call you will be asked a series of security questions to verify your identity, so please have your Nest ID and National Insurance number handy.

Members can call us on 0300 020 0090
Employers can call us on 0300 020 0393

Secure message: For security reasons we cannot discuss account details by email, so within your online account you have the ability to raise a complaint using a secure message which allows us to identify you.

To raise a complaint

Write to us at:
Nest
Nene Hall
Lynch Wood Business Park
Peterborough
PE2 6FY

Dealing with your complaint
Please provide as much detail as possible including:

  • your Nest ID
  • a description and the timing of any issues
  • the impacts you experienced and if possible any copies, screenshots or evidence you may have. 

If you have any evidence you'd like to provide to Nest, these can be sent as attachments to a message from your secure online mailbox. We suggest you note your complaint reference number in the subject line of the message.

Providing these details will allow us to investigate and resolve any issues more quickly.

Under certain circumstances, you can ask us to handle your complaint as a dispute under our dispute resolution procedure. View our PDF on How we handle complaints.

We understand that it’s frustrating when you can’t access your account but, sometimes things do go wrong and we would like to get you back online as soon as possible. If you phone us, we’ll do what we can to talk through the issues and resolve your complaint immediately.

Making a complaint when you’re unable to access your online account

We can usually resolve most complaints and account related issues straightaway, so we’d always suggest giving us a call first. This is so we can fully understand your issue and put things right as quickly as possible.
Please contact us using one of the following options:

Phone: This is the preferred method as this allows us the opportunity to put things right for you as soon as possible. When you call you will be asked a series of security questions to verify your identity, so please have your Nest ID and National Insurance number handy.

Members can call us on 0300 020 0090
Employers can call us on 0300 020 0393

Email: For security reasons we cannot discuss account details by email, so if you’re unable to access your online account the quickest way to get you back online is to call us as this allows us to identify you. 

Write to us at:
Nest
Nene Hall
Lynch Wood Business Park
Peterborough
PE2 6FY

Dealing with your complaint

Please provide as much detail as possible including:

  • your Nest ID 
  • a description and the timing of any issues
  • the impacts you experienced and if possible any copies, screenshots or evidence you may have.

What happens next

If we're unable to resolve your complaint immediately we will raise a Scheme complaint and will aim to answer your complaint within  20 working days but will let you know if it's expected to take longer.

If you have a complaint about how Nest Corporation has operated or operates as a public corporation these are handled by Nest Corporation’s Secretariat team.

If your complaint relates to your account, or to Nest as a pension scheme, please do not use this option as this may cause a delay in resolving your complaint.

Example complaints about Nest Corporation

  • the way Nest Corporation is run in its capacity as a public corporation
  • the behaviour and actions of Nest Corporation’s staff which are unrelated to your account.
  • the Trustee.

If the complaint is about Nest Corporation, please provide us with the following:

  • your title and full name
  • your phone number
  • your full postal address
  • your email address
  • details of your complaint 
  • any evidence you wish to provide.

The above information is required regardless of whether your complaint is registered via email or by post, except for evidence.

Providing evidence is optional but may help us deal with your request more efficiently.

Making a complaint about Nest Corporation

Please contact the Secretariat team using one of the following options:

Write to us at: 
Secretariat team
Nest Corporation
10 South Colonnade
Canary Wharf
London
E14 4PU
                     
Email: secretariat@nestcorporation.org.uk

What happens next 

We’ll confirm receipt of your complaint within five working days and aim to resolve it within 20 working days. Find out more about how we’ll deal with your complaint in Formal complaints about Nest Corporation.

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.

Last updated 05/19