Making a complaint

At Money and Pensions Service (MaPS) we value our customers and want to give you the best possible experience, but we recognise that sometimes things don’t go to plan.

If your experience with us wasn’t what you expected, or if we have done something wrong, we want to know so we can learn from it and improve.

We accept complaints in English and Welsh and will reply in the same language.

If you need support or for us to make suitable adjustments for you (such as large print or translation services) to help you raise and discuss your complaint with us, please let us know.

To investigate and respond to your complaint, we may ask you to provide personal information such as your name, contact details and details relating to your complaint.

We will use this information to manage, investigate and respond to your complaint, and to improve our services where appropriate. We process personal data in accordance with applicable data protection legislation and only collect information that is necessary for these purposes. 

Your information will be accessed only by those who need it to investigate and resolve your complaint and may be shared internally where necessary to do so. We will retain your information in line with our records management requirements and keep it secure using appropriate technical and organisational measures.

For more information about how we collect, use, store and protect your personal data, including your privacy rights and how to exercise them, please see our view our privacy notice.

Once we receive your complaint, we will send you an acknowledgement within 5 working days and aim to send you a response within 20 working days. 

If we are unable to meet that deadline, we will let you know and keep you updated along the way.

If you are unhappy with the response, you have 28 days to challenge it. The complaint will then be sent to a different team who will investigate it independently and will send you a response within 20 working days.

After this, if you remain unhappy with how we have handled your complaint, you can refer it to the Parliamentary and Health Service Ombudsman (PHSO).

The PHSO is an independent regulatory body that reviews complaints about MaPS services.  You can get in touch by:

• sending a letter to: Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester M2 3HQ
• calling 0345 015 4033
• emailing phso.enquiries@ombudsman.org.uk
• completing an online formOpens in a new window