Having trouble with nest, anyone else and any advice?

Fooo

Condensed version. Always had credentials autosaved. About 6 months ago I tried to log in and had issues, the password reset system was then stuck in an error loop. Done all the basic trouble shooting, different devices, browsers, internet connections etc.

I've called their customer service several times now and they just talk me through basic trouble shooting in a loop. Last few calls they said it would require an expert to get back to me, and when I call back they are still looking into it. That has been on going for months

I've then wrote a complaint letter and email last month and they haven't responded to either other than the delivery notification.

From googling I've seen other people have the same issue but haven't seen any resolutions. A password reset seems like the most basic of tasks, I can't understand why this miss communication is happening.

Has anyone else dealt with them and got any advice? I'm a very patient person but I have to admit at this point the customer service people are irritating me and I don't know what I can do other than report them to someone higher up.

Many thanks.

LHW99

Have you cleared your browser cache, or tried a different browser?

Marcon

Use their formal complaints procedure (Internal Dispute Resolution Procedure). There are statutory timeframes for dealing with complaints under the IDRP - much harder to ignore a member when they use it, as opposed to 'just' writing a letter.

Fooo

https://forums.moneysavingexpert.com/discussion/comment/81999117#Comment_81999117

Cheers.

As far as I could see you have to log in to your account to that! So the best I could do was the 'contact us' mail address. But I will double check in the morning.

dunstonh

https://forums.moneysavingexpert.com/discussion/comment/81999214#Comment_81999214

No, you're not required to sign in. That would be a breach of FCA guidelines. People are free to make a complaint by any means that is sensible.

Marcon

No, you're not required to sign in. That would be a breach of FCA guidelines. People are free to make a complaint by any means that is sensible.

That's true of general complaints but only where an organisation is regulated by the FCA. NEST isn't (its investment subsidiary is).

The IDRP is a procedure specific to a particular pension scheme - in particular, it specifies to whom the complain should be made at Stage 1 (if it's a two-stage complaint). You may not need to use the scheme's preferred form, but you need to include particular information and specify that it is a complaint under IDRP if that's how you want it handled. Given OP says they've had no response to a general complaint IDRP is the sensible next step.

xylophone

NEST has produced a leaflet

How we handle
complaints

This leaflet tells you what to do if you
want to raise an issue about the Nest
scheme.

We’ll aim to acknowledge
your complaint within 2
working days and give you a
complaint reference number.
We’ll then investigate it and
try to resolve it as quickly as
possible, within 10 working
days. If we think it’ll take
longer or it’s not a complaint
we can deal with, we’ll
let you know.

In certain circumstances,
if you’re dissatisfied with
our response you can ask
us to handle your case
as a dispute.

During stage 1 your dispute
will be handled by a
complaints manager.
The complaints manager will try to
resolve your dispute within 20 working
days. They’ll tell you what they’ve done
to investigate the issues you raised and
let you know what action we’ll take, or
have already taken, to put things right.
If you remain dissatisfied you can
ask that the Trustee – the people
responsible for overseeing Nest –
consider your dispute. This is the
second, and final, stage of the
dispute process.

If you wish to escalate to a stage 2
dispute, please request this in writing
giving us as much information as
possible on:
— why you wish the Trustee to consider
your dispute
— why you disagree with the
complaints manager’s response
— what you would like the Trustee
to do to put things right
— any more information you
think will help them when
considering the matter
In order for the Trustee to consider
your dispute, you must submit your
stage 2 dispute within 6 months of the
complaint manager’s decision at stage
1 of the dispute procedure.
The Trustee will make a decision about
your dispute as soon as possible and
in any case within 4 months of getting
your request. Once they’ve made their
decision they’ll let you know what it is
within 15 working days

Online
You can raise a complaint by logging in
to your account at nestpensions.org.uk.
If you’re a Nest member or delegate
acting for a Nest member, go to the
‘Support’ tab. From there, select
‘Complaints’.