01204 803 500

If I'm not happy with Liberty SIPP or wish to cancel my contract with Liberty, what do I do?

Making a complaint

Whilst customer service is at the heart of our company’s ethos, structure and systems, we know that occasionally things can go wrong. Should this happen we will always look to resolve any issues that you may have straight away. If you do encounter any problems or worries about Liberty’s service, we would ask you to contact our customer service team in the first instance.

They are available on customerservices@ebspensions.co.uk or by phone on 01204 803 500.

To help to get to the heart of your concerns we will need you to provide us with the following:

Once we have this we will ensure that your details are sent to the appropriate team and then someone appointed to look into the matter for you.

We will look to try and resolve matters within 3 working days but, should we require more time, we will provide you with a copy of our complaints procedure, the name of the person looking into your issue and the time that it will take for us to come back to your complaint.

We will always ensure that during this process we will treat you fairly, consider your stance fully and look at how the matter can be resolved equitably. 

The next steps

Once we have issued you with a final response to your complaint, if you feel that we have not answered your questions fully, we will always be happy to review our decision. However, if you are still unhappy with our response, you have to option to take your matter further with either The Pensions Ombudsman of the Financial Ombudsman Service.

The Pension Ombudsman deals with Pension Administration and the Financial Ombudsman deals with investment advice.

You will have to make contact with them within 6 months of this letter to ensure that they can investigate it further.

The Financial Ombudsman Service contact details are:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Website: http://www.financial-ombudsman.org.uk/

Email: complaint@finanical-ombudsman.org.uk

Tel: 0300 123 9123 or 0800 023 4567

The Pension Ombudsman contact details are:

Pensions Ombudsman Service
11 Belgrave Road

Website: https://www.pensions-ombudsman.org.uk/

mailto: enquiries@pensions-ombudsman.org.uk

Tel: 020 7630 2200

Our Complaints Performance

Liberty always try to match our clients expectations when it comes to our levels and quality of service. We will always looks to improve our performance by learning from any issues that arise from your complaints.

We will always strive to hit high standards but sometimes things do go wrong and this is why the way we deal with your complaints is so important to us. 

As with all other financial services firms we are required by the FCA to report how we respond to your complaints on a regular basis. We analyse these complaints to try and find out if there are any patterns to them which will help us concentrate on those areas where it is obvious that we need to improve.

Below we show the number of complaints we received and closed from 1 October 2017 to 31 March 2018. This data is published in a format suggested by the Financial Conduct Authority.

Product/Service Grouping:

Decumulation and pensions

Number of complaints opened by volume of business:

44.7 per 1,000 policies in force

Number of complaints opened:


Number of complaints closed:


% closed within 3 days:


% closed within 3 days and 8 weeks:


% of complaint upheld:


Main causes of complaint opened:

Advice in relation to non-standard investments

Please note the value of investments, and any income from them can go down as well as up and you may not get back your original investment. We do not offer advice about the suitability of our products or any investments held within them. Should you require financial advice you should consult a suitably qualified financial adviser


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