How to make a complaint

If you think something has gone wrong with your pension and you would like to make a complaint, it is important you call us first in the first instance.

Telephone: 0333 222 0078
Overseas: +441325 271 861

If you’re not able to get through, you can email or write to us and we will then refer your complaint to our Customer Relations Team who will carry out an independent investigation.


Royal Mail Statutory Pension Scheme
PO Box 551
DL1 9TX,
United Kingdom

Please ensure you provide us with your National Insurance number or Pension Reference number when contacting us.

If you are unsatisfied with outcome, you can progress your complaint to the Scheme’s Internal Dispute Resolution Procedure (IDRP). You should send your complaint in writing to the ‘Managing Director of RMSPS - Capita' at the address above. There will then be an independent review of your complaint and normally a decision and explanation will be given to you in writing within two months.

If you are not satisfied with the decision, you can ask us to look at it again under stage two of the IDRP. You must do this within six months of our decision being made. You should send your request to ‘The Scheme Manager’ at the address above. You will then receive the determination of the second independent review.

If you are still not satisfied with the outcome, you can contact to the Pension Ombudsman who will try and resolve the complaint on your behalf.