You are displeased with our services or disagree with our decision?

If you are displeased with our services or disagree with our decision, you have several options. The first step you can take? Contact our services!

If you are still displeased after having contacted our services, you can:

lodge a complaint
lodge an appeal

Lodging a complaint

For which complaints can I get help from the Pensions Service?
How do I lodge a complaint?
When will I receive an answer?

For which complaints can I get help from the Pensions Service?

Complaints for which you can turn to us (admissible complaints)

A complaint is an expression of displeasure with a service the Pensions Service:

provided,
or
should have provided.

A complaint is admissible if the FPS:

did not execute something correctly,
or
did not do something it should have done.

A few examples of admissible complaints:

a material error (wrong deduction, wrong linguistic register, ...),
the processing time (letter, first payment, ...),
the information quality (readability of the letter, accuracy of the information, ...),
the accessibility of the FPS (Pension phone line, persons with reduced mobility, ...),
discourteous treatment (impolite treatment or address, your questions falling on deaf ears, ...).

Your complaint meets this description? Please fill out our online form.

Your complaint does not meet this description? We will put you on your way below.

Complaints for which you cannot turn to us (inadmissible complaints)

The following complaints are considered inadmissible by the FPS:

Complaints concerning the legislation and/or policy (and not the FPS’s actions) The pension policy falls within the competence of the legislator and the Minister of Pensions. The Pensions Service merely carries out this policy. You have complaints about the pension policy? You can contact:
- the Minister of Pensions,
- the Petitions Committee of the House of Representatives, by means of a written petition addressed to:
  Commissie voor de Verzoekschriften van de Kamer van Volksvertegenwoordigers
  Voorzitter van de Kamer van Volksvertegenwoordigers
  Natieplein 2
  1008 Brussels
- the Senate has a form on its website you can use to pass your complaint, question or remark on to the senators.
A complaint for which an action has already been brought before a court.

If, after having contacted our services, you still disagree with the pension decision, you can:

contact the Pensions Ombuds ServiceOpens in a new window
or
lodge an appeal before the court.

How do I lodge a complaint with the Pensions Service?

We only handle complaints about the activities of the Pensions Service. You must file your complaint in writing. Please use our online form to this end.

You can also:

download and print this form,
and
fill it out and return it to us by post or email: klachten@sfpd.fgov.be.

When will I receive an answer?

We will reply as soon as possible, at the latest 10 days after having received your complaint.

Lodging an appeal before the court

If you disagree with a decision, the first thing you should do is contact our services!

You are of the opinion that a problem remains after having consulted your file manager? We advise you to lodge a complaint with our service Complaints management.

If you still want to dispute the pension decision after having contacted our services, you can:

contact the Pensions Ombuds ServiceOpens in a new window
or
lodge an appeal.

Lodging an appeal with the Labour Court if it concerns an employee pension or a Belgian railways pension

You can lodge your appeal within 3 months of the date of the decision with the Labour Court competent for your main place of residence. You can send your claim per registered letter, deposit it at the Registry of the Labour Court or deposit it through the Justice FPS’s online e-Deposit service.

Important!

The legal proceedings before the labour court do not suspend the execution of the administrative decision.
In your claim, clearly state the following:
- your surname, first name, address and Social Security Number,
- the date and references of the decision you dispute,
- a summary of the reasons why you dispute the decision.
The Federal Pensions Service pays the court costs, unless the court finds that your appeal is 'vexatious' or 'reckless'. An appeal can be found to be vexatious or reckless if:
- you file it in bad faith (you know the Federal Pensions Service's decision to be valid),
- you file several appeals against the same decision before one or more courts.
You may appear in person before the court or be represented by:
- a lawyer (at your own expense);
- your spouse, your legally cohabiting partner, a relative or an in-law with a written power of attorney approved by the court,
- a delegated union representative with a written power of attorney.

Lodging an appeal before the court of first instance if it concerns a civil service pension

You can lodge an appeal by serving a summons at the court of first instance competent for your main place of residence. Please contact the Registry of the court for more information.

You do not have to lodge your appeal within a certain time frame. Please note: if the court rules in your favour, you will only be able to recover the arrears due to you for the 10 years preceding the date on which you lodged your appeal.