Complain about a pension scheme or its trustees to RBA
Retirement Benefits Authority · sources read 2 Oct 2026
First complain in writing to the scheme, trustees or administrator you think is at fault. If that doesn't fix it, lodge a complaint with RBA on its official form or online at complaints.rba.go.ke, within 3 years of the problem.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- How long
- About one month on average
- Deadline
- Complain within 3 years of the act or omission
- Where
- Online at complaints.rba.go.ke, or contact RBA on toll-free 0800720300 or info@rba.go.ke
What you need
- RBA's official complaints form, filled in
Steps
- Write to the party you think is at fault (your scheme's trustees, administrator or employer) and keep a copy.
- If it isn't resolved, fill in RBA's official complaints form, or use the 'File a Complaint' portal at complaints.rba.go.ke.
- RBA acknowledges your complaint within 14 days and may ask you for more information.
- If you disagree with RBA's decision, appeal to the Retirement Benefits Appeals Tribunal.
Watch out
- RBA can't handle complaints about the Civil Service (government) pension scheme.
- Terminal dues under the Employment Act (like notice pay or severance) are not retirement benefits, so RBA can't rule on them.
- Don't wait: complaints should usually reach RBA within 3 years.
Who can apply
- Members of a retirement benefits scheme unhappy with a decision of the scheme's manager, custodian or trustees
- Trustees, sponsors (employers) and service providers can also ask RBA to decide complaints and disputes
Official sources (2)
- Complaints and Procedures rba.go.ke · read 2 Oct 2026
- RBA complaints portal complaints.rba.go.ke · read 2 Oct 2026