Quick summary: Pension transfer, advice or fee concern? Learn which suitability reports, policy documents, fee records and complaint replies help organise the issue.
Keep the advice and suitability documents
Save suitability reports, recommendation letters, fact finds, risk questionnaires and any explanation of why a transfer or investment was suitable.
Collect policy and transfer records
Keep old and new pension statements, transfer values, illustrations, policy numbers, investment choices and provider correspondence.
Separate fees from performance concerns
Charges, adviser fees, platform fees and fund performance should be organised separately so the complaint is clear and factual.
Preserve complaint replies and deadlines
Keep the complaint, acknowledgements, final response, Financial Ombudsman rights and any explanation of time limits or eligibility.
Evidence checklist
- Suitability report and advice letters
- Fact find and risk profile documents
- Old and new pension statements
- Transfer value and policy records
- Fee, charge and commission records
- Complaint and final response letters
Common questions
What if I do not have the suitability report?
Ask the adviser, provider or platform for copies and keep evidence of the request. Statements and transfer records can help rebuild the timeline.
Are pension charges useful evidence?
Yes. Adviser, platform, fund and exit charges can help show the cost of the recommendation and whether charges were clearly explained.
Should I include investment performance?
Include performance records, but keep them separate from advice, risk and fee evidence. Poor performance alone may not prove unsuitable advice.
Does timing matter in pension complaints?
Yes. Complaint deadlines and when you became aware of the problem can matter, so keep dated letters, statements and advice documents.
Can old employer scheme documents help?
They can. Old scheme benefits, guarantees, transfer values and comparison documents may be important when reviewing whether a transfer was suitable.