The Pensions Ombudsman

We are an independent organisation set up by law to investigate complaints about personal and occupational pension schemes administered in the UK.

We can also consider complaints about the actions and decisions of the Pension Protection Fund and about some decisions made by the Financial Assistance Scheme.

We are funded by grant-in-aid paid by the Department for Work and Pensions. The grant-in-aid is largely recovered from the general levy on pension schemes administered by the Pensions Regulator.

We are not a regulator, consumer champion or a trade body so when we look at a complaint, we deal with all sides fairly. We are completely independent and impartial.

We work within legislation set down by the UK parliament, which means there are rules about what we can and can’t investigate.

In general we deal with complaints about how pensions schemes are run. If there is a problem this is known as maladministration, which includes situations such as a pension scheme:

•taking too long to do something without good reason

•failing to do something they should have

•not following their own rules or the law

•breaking a promise

•giving incorrect or misleading information

•not making a decision in the right way.

When our Ombudsmen make a decision it is final and binding on both parties.