Complaints Policy

Last updated: October 2025

1. Purpose of This Policy

PKL Pensions Ltd (“we”, “our”, “us”) is committed to delivering a professional, transparent, and compliant service to all users — including workers, employers, and partners.

If you are dissatisfied with any aspect of our service, we encourage you to let us know.
Your feedback helps us improve and ensures any issues are addressed promptly, fairly, and consistently.

2. Scope of This Policy

This policy applies to all complaints relating to:

• The operation of our website or pension platform
• The accuracy of information we have provided
• The handling of personal data or privacy concerns
• The behaviour of our staff or representatives
• Delays, errors, or omissions in service delivery

It does not cover:

• Complaints about external pension providers (which must be directed to the provider in question)
• Matters outside PKL Pensions’ control, such as third-party website content

3. How to Make a Complaint

You can submit a complaint in writing by email or post.
Please provide as much information as possible, including your name, contact details, and a description of the issue.

Contact details:

PKL Pensions Ltd
International House
12 Constance Street
London E16 2DQ

Email: info@pkl-pensions.com
Telephone: 0208 064 3117

4. What Happens Next

Step 1 — Acknowledgement

We will acknowledge your complaint within 5 working days of receipt.

Step 2 — Investigation

A member of our compliance team will review your complaint, gather information, and, if necessary, contact you for clarification or supporting documents.

Step 3 — Response

We aim to provide a formal written response within 20 working days.
If the investigation takes longer, we will inform you of the reason and provide an expected completion date.

Step 4 — Resolution

Our response will outline:

• The outcome of our investigation
• Any corrective actions we propose
• Your options if you remain dissatisfied

5. If You Are Not Satisfied

If you are unhappy with our response or handling of your complaint, you may escalate it by writing to our Senior Compliance Officer at the address above.

If your complaint concerns the handling of personal data and remains unresolved, you have the right to contact the Information Commissioner’s Office (ICO):

Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Website: www.ico.org.uk
Telephone: 0303 123 1113

For general workplace pension issues, you may also contact The Pensions Regulator for guidance:
www.thepensionsregulator.gov.uk

6. Our Commitment

• All complaints are handled in confidence and in accordance with our Privacy Policy.
• No user or organisation will be treated unfairly or disadvantaged for raising a complaint.
• We record and monitor all complaints to identify recurring issues and improve our processes.

7. Review of This Policy

This policy is reviewed annually by our compliance department or sooner if regulatory requirements change.

8. Contact Us

For all correspondence related to this policy:

PKL Pensions Ltd
International House, 12 Constance Street, London E16 2DQ
Telephone: 0208 064 3117
Email: info@pkl-pensions.com