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Complaints

We’re committed to dealing with any concerns you may have about NEST in a timely manner. We have two formal complaints processes:

  • The first relates to complaints about the pension scheme, which covers issues directly relating to your NEST account.
  • The second relates to complaints about how NEST Corporation has operated or operates as a public corporation.

Complaints about the scheme

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.

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. For a printed copy, contact the Pension Scheme using any of the methods below.

Making a complaint about the scheme

We want to give you great customer service but unfortunately, sometimes things do go wrong. We can usually resolve most issues straightaway, so we’d always suggest giving us a call first. This is so we can understand your issue and put things right as quickly as possible.
Please contact us using one of the following options:

  • members can call us on 0300 020 0090
  • employers can call us on 0300 020 0393
  • log into your account at www.nestpensions.org.uk/myaccount and select ‘Raise a complaint’ from the ‘Admin’ section of your account
  • write to us at:

             NEST
             Nene Hall
             Lynch Wood Business Park
             Peterborough
             PE2 6FY

Example complaints about the scheme

  • opting out or cancelling your pension
  • delays with processing a request on your pension account
  • contact you’ve had with us about your account
  • not being able to access your online account
  • updating details on your account
  • making a claim on an account on yours, or someone else’s, behalf
  • receiving communications intended for someone else
  • any similar queries specifically relating to a NEST pension or your interaction with NEST pensions.

Dealing with your complaint

Please provide as much detail as possible including:

  • your account details
  • 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.

Complaints about The NEST Corporation

Complaints about how NEST Corporation has operated or operates as a public corporation 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. 

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 The NEST Corporation

Please contact the Secretariat team, either by post or via email using the details below.

Secretariat team
NEST Corporation
10 South Colonnade
Canary Wharf
London
E14 4PU

Email: secretariat@nestcorporation.org.uk

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.

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.