Making a complaint

Not happy with our service?

Here at Railpen, we want to deliver an excellent service to you.

If you feel as though our standards have fallen short, please contact us straight away to let us know. We want to make sure that this does not happen again. When you contact us, please provide the following details:

  • Your full name and pension reference number
  • Your contact details (including your daytime phone number)
  • Details of the incident
  • What you think we should do to put things right 

How we will handle your complaint 

Your complaint will be dealt with both carefully and considerately.

We promise to contact you within 2 working days of receiving your complaint to let you know who will be dealing with it.

We aim to send a full response to you within 10 working days. If the issue is complicated and needs detailed investigation or information from other sources, we will contact you to confirm when we will respond. 

We will tell you why things went wrong and explain any action we need to take to make sure it doesn't happen again.

How to contact us

  • Email:
  • Phone: 0800 012 1117
  • Write to: Railpen Ltd, PO Box 300, Darlington DL3 6YJ

Not happy with your response?

You can ask for your complaint to be considered under the Scheme's Internal Disputes Resolution Procedure (IDRP).

At this stage, we will acknowledge your request and send a full response to you within two months under Stage One of the IDRP. 

What's the next step if we cannot find a solution together?

Under Stage Two of the IDRP, you can ask us to refer your complaint to the Scheme's Trustee, or their representative, for their consideration.

Your complaint will be discussed at the next available Committee meeting, and a response will be sent to you within 10 working days after that meeting.

What if I'm still not happy?

If you are not happy after completing our full complaints process, you can ask the Pensions Ombudsman to investigate.

The Ombudsman is independent and can investigate any complaint, or legal dispute, relating to your pension scheme membership. The Pensions Ombudsman also provides an early resolution service if you need help raising your concerns or to discuss a potential complaint.

The contact details are:

  • Telephone: 0800 917 4487
  • Email:
  • Write to: 10 South Colonnade, Canary Wharf, London E14 4PU
  • ​Website: 

Railways Pension Scheme registration number: 10203279

Data protection

Railpen and the Trustee Company use your personal details to work out and pay your benefits. From time to time, they may need to give your information to other organisations, including your current or any previous employer. These organisations may use your information for business purposes.

Unless Railpen holds and processes this information, it cannot deal with and pay your benefits. If you have any objections to them using your information in the way described above, please write to the Data Protection Officer at Railpen. You have the right to see the information Railpen holds about you.

For further information about how and why we will use your personal information please refer to our data protection policy.