We know things can go wrong from time to time. If that happens, our aim is to resolve your complaint in a fair and timely way.

If you’re not happy with the level of service you have received please let us know. You can tell us about your complaint in any one of these ways:

  • By telephone

    Call BTPS in the UK on 0800 731 1919
    Call BTPS overseas on +44 (0) 203 023 3420

  • In writing

    BT Pension Scheme,
    SR43 4AD

We’ll acknowledge your complaint in writing within two working days.

We’ll then investigate it and try and resolve it as quickly as we can. We will respond within 10 working days. If we think it’ll take longer, or we haven’t reached a decision within that 10 days, we’ll update you on our progress.

If you are not happy with our response to your complaint, you can ask for it to be considered under our Internal Dispute Resolution Procedure (IDRP). You can download information about this procedure below.

Internal Dispute Resolution Procedure (IDRP) PDF DOWNLOAD (0.23mb)

Impartial guidance

MoneyHelper (previously The Pensions Advisory Service (TPAS)) is part of the Money and Pensions Service. Members and beneficiaries of pension schemes can contact MoneyHelper for free, impartial, trusted guidance that is backed by the government.

Their contact details are:
Telephone: 0800 011 3797
Website: www.moneyhelper.org.uk