How to make a complaint to the Pension Fund and where to send it?

In what cases can you file a complaint?

You can file a complaint in the following cases:

• in case of violation of the deadline for the provision of public services;
• upon refusal to accept documents that must be provided within a certain time frame for the provision of public services;
• in case of violation of the deadlines for registering an application for the provision of services;
• in case of refusal to provide a public service without justification of reasons, as well as the absence of grounds for refusal;
• if an employee of the Pension Fund of the Russian Federation demands from a citizen documents that are not provided for by law in the case of the provision of one or another service.

In addition, you can file a complaint if an employee of the Pension Fund asks to pay for his services

. Or he refuses to correct errors in the documents issued, as well as other reasons. The main thing is that the management of the Pension Fund promptly respond to such requests from citizens.

Where can you complain about the Pension Fund?

Table 1. Where and for what reasons you can complain about the Pension Fund

How to write a complaint to the Pension Fund of Russia

The legislation does not approve a single form

to write a claim to the Pension Fund. But you need to draw up a complaint taking into account certain features. It should contain the following:

• document header;
• document's name;
• main part;
• pleading part;
• final part.

"A cap"

document is located in the upper right corner of the sheet. It must contain information about the person sending the claim: full name, registration/stay address. Then the details of the institution to which this complaint is addressed are written: name, address, details of the manager or other official.

Name

document - “Complaint”, written in the center of the sheet. Other name options: “Complaint about the inaction of officials”, “Complaint about incorrect calculation of pension benefits” and others.

In the main part

the situation that led to the filing of the complaint must be briefly described, and the citizen’s rights violated by the Pension Fund employee must be indicated.

When writing the main part, it is necessary to avoid insults, as well as incorrect presentation of information.

In the pleading part

the citizen indicates what service he wants to receive from the Pension Fund. For example, “Please recalculate your pension” or “Punish the proper person...” and others. At the end, the citizen sets the date for drawing up the complaint and signs the document.

Example of a complaint to the Pension Fund:

Reasons

The list of grounds for filing a complaint with the Pension Fund is quite long. The main thing you need to make sure of before you start complaining is whether your complaints are legitimate or not. Due to the large legislative framework, it is sometimes difficult to understand what you can complain about and where your rights were infringed. Sometimes you can’t even do without a lawyer who thoroughly knows the pension system.

The most important problems with the Pension Fund of Russia, which become the basis for filing a complaint, are:

Consultation with a pension lawyer by phone In Moscow and the Moscow region St. Petersburg and the region Federal number

1. Revealed corruption. These are all cases when you are asked to pay for something illegally, although the procedure should be free. Extortions, bribes, or suddenly turning out to be paid for some services that are legally free.
2. Overdue deadlines due to the fault of a Pension Fund employee - the application was not registered on time, which is why you lost money. The decision was made later than expected. The message/letter from the Pension Fund did not arrive on time. These and other situations are regulated by law. If the Pension Fund violates it, you can complain.
3. The documents that are required from you can be obtained by the Pension Fund itself. All papers not on the mandatory list are not – surprise – mandatory. A Pension Fund employee may assume that their request will complicate the procedure, but he cannot refuse to accept your application if the entire main package has been collected.
4. They do not accept your package of documents, without explaining the reasons or demanding something that is not clear. This already applies to the mandatory list. Due to numerous reforms, the forms of many documents differ from each other. The Pension Fund of the Russian Federation does not have the right to demand something new if the old document is legible and valid. Also, if you are missing something from the main list of documents, you can convey it within a reasonable time, but the employee must accept the rest of the block.
5. You have found errors in the documents issued to you by the Pension Fund of the Russian Federation and they refuse to correct you. The Pension Fund is obliged to correct such errors free of charge and within a reasonable time.
6. Some of your valid documents were not taken into account or ignored, which is why you were awarded a smaller payment or were denied payments altogether.

You can also complain if Pension Fund employees behave rudely, humiliate and insult you, or make you wait too long (problem with queues at branches). Any problem that you have when visiting a branch of the Pension Fund can be addressed by submitting a personal appeal.

How to file a complaint with the Pension Fund of Russia

There are three ways to file a complaint:

• in person at the Pension Fund office in writing;
• at the online reception on the Pension Fund website;
• send a letter of complaint to the Pension Fund;
• through the Gosuslugi portal.

im:The easiest way to file a complaint is to do it through the online reception on the Pension Fund website

.

In it, the applicant indicates personal data and the essence of the complaint. Attaches files to the request, if any.

You can also file a complaint on the State Services website at do.gosuslugi.ru/orgs/10000002796. In the form, indicate your details, the reason for filing the complaint and other information.

Complaint in writing

can be submitted to the territorial body of the Pension Fund. That is, in the place where the citizen initially received the service and was dissatisfied with it. If the solution to the problem is beyond the competence of the territorial body of the Pension Fund of Russia, employees will forward the complaint to higher authorities.

Complaint written in person

, can be sent by mail with a notification letter. This way, the citizen will have proof that the shipment was received by the Pension Fund of Russia, and the body has begun to resolve the problem.

Where to contact

When filing a complaint, there is a clear hierarchy of authorities where it can be filed. You should always start from the “bottom” - your local division of the Pension Fund. It is not recommended to immediately run to the prosecutor’s office or court, since your complaint to these authorities will not be supported by a refusal from the Pension Fund. In addition, the court needs to show that you tried to resolve the conflict peacefully - this will increase your chances of a positive resolution of the situation.

Pension Fund branch

All violations are first considered at the Pension Fund office. Some minor complaints can only be considered in this form, since the regulatory authorities do not deal with such complaints.

The complaint is drawn up in free form to the head of the Pension Fund branch. It should state the nature of the complaint or request (if you have one). It should be considered no longer than 30 days. In response, you may receive an explanation from your superiors regarding the situation that has arisen, a decision made in your favor, or a message about the measures taken. Also, claims may be refused.

In cases where you feel that management has not done enough to correct the situation, or has unfairly rejected you, you can file a complaint with a higher authority.

Senior management

The complaint is made to the manager of the regional division of the Pension Fund and is submitted after the local department either refused you or made an unfair decision on your case.

It can be submitted via the Internet through the form on the website - https://es.pfrf.ru/appeal. There you can select the region of your residence and the recipient department, and the complaint will automatically go to the regional department.

Addresses for sending letters on physical media are located in the “Branches” section. Also, you can send a complaint to the address in Moscow: st. Shabolovka, 4. Index: 119991. If your question was not considered at the regional level, the letter will be forwarded to the right department. In this case, the time frame for consideration of the application may be increased by 7 days required for redirecting the letter.

Also, if you live in the regional capital, you can file a complaint in person at the main office for your region.

To the prosecutor's office

The prosecutor's office considers complaints against the Pension Fund if:

1. The question concerns money. You assume the theft of your money, the deliberate infringement of your rights to receive it, or unlawful acquisitiveness.
2. You suffered (physically) from the actions of Pension Fund employees.
3. You have evidence of an offense, not just speculation. Evidence must be obtained legally (if a video or conversation was recorded, warn that you did this, etc.)
4. The Pension Fund of Russia ignores your requests and complaints, or sends unlawful refusals.

The prosecutor can initiate an investigation into any serious violation, especially when it comes to payments and fraud with them. You can file a complaint in the same ways as with the Pension Fund, only the filing authority will differ:

1. The letter should be sent by registered mail, first to the territorial department, and if this does not have an effect, to the address of the Prosecutor General's Office of the Russian Federation.
2. In person at your local department. You can either get an appointment with the prosecutor or limit yourself to using the correspondence box. Addresses can be found here: https://genproc.gov.ru/contacts/map/
3. Electronically via the website https://ipriem.genproc.gov.ru/contacts/ipriem/. All conditions and terms are described on the page.

Court

The court hears serious offenses and disputes. You should involve the courts if, through the fault of Pension Fund employees, you lost your money, and the Prosecutor’s Office was unable to resolve the situation peacefully. In this case, your complaint may turn into a statement of claim and be considered in court. The court has the authority to begin a serious audit of the Pension Fund of Russia in your case. Moreover, in controversial situations, only a judge is able to resolve the issue. The prosecutor is too limited in his decision-making capabilities.

It is best to file a claim with a competent lawyer to avoid delays in consideration and other problems. Also, if the dispute is serious, engaging a lawyer can have a positive impact on the outcome of the case.

Complaint consideration period

The Pension Fund employee is obliged to register the complaint no later than the day following the day of its submission

. The period for its consideration is no more than 15 working days. If a Pension Fund employee identifies errors in the complaint, he will ask you to correct them. The method of correction depends on the method of filing the complaint. For example, if a citizen sent an application in his personal account on the Pension Fund website, a request to correct errors will be sent to him there. In case of repeated submission, the complaint will be considered within 5 working days.

How to file a complaint to the Pension Fund of the Russian Federation - sample complaint

The complaint can be made:

• in electronic form - by filling out forms offered by the services of the websites of the relevant authorities;
• in a written form.

The complaint must be filed in accordance with the provisions of Art. 7 of the Law “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006 No. 59-FZ.

Basic requirements for the document:

1. The text must indicate the addressee of the appeal and the applicant (anonymous complaints will not be accepted for consideration).

2. The applicant must provide feedback information (telephone, postal and/or email address, fax).

3. The application is accompanied by the necessary documents on which the applicant bases his requirements.

The complaint may be submitted in person or through a representative. Read about how to issue a power of attorney with the Pension Fund here. An appeal received by a government agency must be registered within 3 working days, after which another 30 days remain for consideration (Part 1, Article 12 of Law No. 59-FZ).

What does a response to a complaint to the Pension Fund contain?

The name of the territorial body of the Pension Fund that considered the complaint must be indicated at the top. In the main part:

• date, number of the decision made;
• information about the officials who made this decision;
• reasons for making a decision;
• deadlines for eliminating violations if they are identified;
• information about the procedure for appealing the decision.

The response to the complaint must be signed

responsible person of the Pension Fund.

Options for contacting the Pension Fund

When controversial situations arise, citizens often ask where to file a complaint against the Pension Fund. You can submit a claim in one of the following ways:

• online application on the website;
• through the personal account of the Pension Fund of Russia;
• call the hotline;
• personal appeal.

Let's take a closer look at each of the available treatment options.

Online complaint on the website

You can leave a complaint against the Pension Fund on the website. To do this, you need to find the “Contacts and Addresses” section and follow the “Online Appeal” link. Select your status: citizen of the Russian Federation, living abroad or not, and fill in the following fields:

• name of the body to which the appeal is sent;
• FULL NAME;
• SNILS;
• Date of Birth;
• topic and complaint in text format;
• The option to receive a response is by post or electronically.

In addition, it is allowed to attach a file confirming the content of the complaint. This can be either a text document or an image with a weight of no more than 5 MB (no more than five).

You can choose from the following options for the subject line:

• accounting;
• pension issues;
• social Security contributions;
• MK;
• pension savings management;
• Question about insurance transfers, etc.

After filling in all required fields, you need to click on the “Submit” button. The response will come within 30 days from the date of registration of the request.

Attention!

If the response requires the provision of personal data or sensitive information, then it can only be received through Russian Post.

Messages will not be considered if:

• they contain insults and obscene language;
• a response has already been sent to the citizen on a similar issue;
• contain incorrect information about a citizen, individual entrepreneur or legal entity.

Attention !

When sending a complaint about the work of the Pension Fund, it is necessary to check the correctness of the entered data.

Complaint via personal account

In your personal account on the Pension Fund website you have the opportunity to:

• Make an appointment;
• online;
• send an appeal.

To use these services, you need to log in using a confirmed entry on the government services portal. It can be obtained by sending a confirmation request after registration and going through identification:

• at the nearest MFC;
• on the websites of Post Bank and Tinkoff (for their clients);
• by sending a letter via Russian Post with a password for identification.

After logging in, buttons for using services will appear at the bottom of the page.

You can also write a claim to the Pension Fund on the website. An appointment is made according to the following algorithm class=”aligncenter” width=”400″ height=”400″[/img]

1. Click on the “Make an appointment” button.
2. Enter user data; as a rule, they are filled in automatically according to the information in your personal account.
3. Select the region and territorial branch of the fund; as a result, the address where you will need to go will be displayed.
4. Select a topic from the following options:

• choosing a company where pension savings will be stored;
• issuance of certificates for MK;
• transfer and delivery of pensions;
• establishing a lump sum payment;
• investment questions;
• consultations on pensions, social contributions;
• assignment or recalculation of pension benefits;
• registration of citizens;
• establishing a set of social services;
• obtaining information on the state of pension savings;
• issuance of certificates and SNILS;
• acceptance of contributions;
• establishment of compensation for care and additional payment to pension.

1. Write the date and time of the appointment.
2. Consent to the processing of personal data.
3. Click on the “Make an appointment” button.

If disputes arise, you can use your personal account online. To do this, you need to find the corresponding button in the bottom panel. A list of common questions in the following categories will appear in the window that opens:

• pension reform;
• information for citizens of pre-retirement age;
• the procedure for calculating pensions and the reasons for non-payment and underpayment;
• indexation and planned increase;
• questions on maternity capital;
• receiving SNILS;
• personal account functionality;
• choosing an insurance company;
• information about a non-state pension fund or the current state of a personal account;
• compensation;
• social benefits;
• NSU.

If there is no suitable information in the indicated categories, then you can ask a question by selecting the “Online consultant” section. There you need to enter a question and indicate your name, click the “Submit” button. The same can be done on social networks – Odnoklassniki and Vkontakte.

Hotline

The Pension Fund of Russia has a single number that a resident of any region can call and ask their question, as well as file a complaint against the Pension Fund.

In order to get to the hotline, you need to dial the number 8-800-600-44-44. To connect to an operator you need to select one of the numbers:

• “1” – receiving advice;
• “2” – message about the fact of corruption;
• “3” – transfer of appeal.

On a note!

When connecting with an employee, the citizen consents to the processing of personal data and to recording the conversation. In addition, each region has its own hotline; its number can be found in the “Contacts and Addresses” section by selecting your region and the appropriate customer service.

Personal visit

Many citizens are concerned about the question of which Pension Fund they should contact during a personal visit. It all depends on the purpose of the appeal:

• to provide services, obtain information about personal savings - at the place of registration;
• to receive consultations, clarifications, information support, or send a complaint to any customer service.

In order to avoid standing in line, you can make an appointment in advance and choose a convenient time. How to do this is discussed in detail above in the paragraph “Complaint through your personal account.”

Addresses, reception and work schedules can be found on the official website in the “Contacts and Addresses” tab.

Attention!

When visiting the Pension Fund in person, you must have your passport and SNILS with you.

When a complaint is left unanswered

If the complaint contains obscene language or insults to employees, as well as a threat to life, property and health, it will be left unanswered. If the text contains a part that is impossible to read (a handwritten complaint), it will also not be considered, but will be asked to be rewritten.

Regarding the refusal to satisfy the complaint

, this will happen in the following cases:

• a court decision on a complaint on the same subject and on the same grounds has entered into force;
• there is a decision that was previously made on a complaint about the same subject;
• the complaint is filed by an unauthorized person who acts without a power of attorney.

Decisions on complaints can be appealed to higher authorities

.