The number of complaint cases is down by 22%; we think that this largely due to improved investment conditions. But we are seeing a worrying trend in overpayment cases as the Pensions Regulator focuses Trustees attention on data quality and schemes become more diligent in maintaining and checking data. 

There were just over 63,000 calls to our Helpline, this was 13% fewer that last year but we think that more people are opting to contact us by email. 

The report covers the main areas of our work in 2010/11 highlighting typical issues dealt with by TPAS' staff and volunteers.

The most popular questions concerned the state pension system.  This perhaps highlights how for many people the state pension is confusing and complex.  We also dealt with a huge variety of questions about private pension arrangements.  Many people simply wanted to better understand their rights and entitlements but questions from people trying to find old pension plans and rights in relation to early payment on ill-health grounds were popular.

The number of complaints referred to TPAS fell, largely driven by a reduction in complaints about delays.  The main reasons for a complaint remain mistakes, delays and ill-health retirement applications.  The report includes a number of case studies. 

TPAS 'talks in the workplace' service was again popular with over 300 presentations given.  As we approach the implementation of automatic enrolment our activities are focusing on small and medium sized employers.

TPAS Chairman, Partha Dasgupta said ""The sheer volume of work we get through is a great achievement by the staff and volunteer advisers at TPAS at a time when we were subject to a large amount of change, both organisationally and as a result of broader public sector initiatives.  The cases and queries we have dealt with during the past year tells us that our service continues to be valued and we are looking forward to playing our part in the pension reform agenda, particularly automatic enrolment and state pension reforms.  I would like to thank our volunteers for their continuing commitment, without whom we would not be able to help as many people as we do."

Marta Phillips, TPAS Chief Executive said "We received fewer complaint cases which reflects well on schemes and administrators, but some of this may be due to the improvement in investment conditions.  This Report indicates that people are less worried about delays but that pension overpayments are of concern.  We are starting to see some concern about automatic enrolment indicating that we all have work to do to help people affected understand the issues."

Copies of the report can be downloaded by clicking here 

Note for Editors

1. TPAS is an independent body supported by the Government which exists to provide information and guidance to the public on pension matters generally.  Our service is free and sustained by a nationwide network of volunteer advisers.
2. TPAS provides a national pensions helpline 0845 601 2923 which is open 9.00 a.m. to 5.00 p.m. Monday to Friday.
3. Our website covers all aspects of pensions in the UK: www.pensionsadvisoryservice.org.uk
4. TPAS acts as an impartial mediator in pension disputes involving occupational, personal and stakeholder pensions.  It has not statutory powers and does not provide investment advice.
5. TPAS 'talks in the workplace' service presents to groups of employees in the workplace, about saving for retirement via a pension plan and the issues to be taken account of.
6. TPAS provides a range of leaflets on different aspects of pension.  Details can be found on the website.

Satisfaction with our services remain broadly in line with last year and most of our targets have been met and this has been confirmed by Independent research commissioned by the Department for Work and Pensions.  This shows that 94% of people who used the TPAS helpline and 67% of people using the dispute resolution service were either very satisfied or satisfied with the response they received and the outcome of their call. 87% of people attended our talks on retirement planning found the presentation useful or very useful and over 80% said they would take some action on their retirement plans following our talks.  Of the people who expressed some dissatisfaction with the service, the report comments that this was largely driven by the outcome of their complaints rather than the service they received.

We have played our part in delivering public sector saving with administration expenditure at £3.6 million compared with £3.7 million in 2009/10; we have planned to make further savings as part of the Comprehensive Spending review 2010.

Partha Dasgupta, Chairman of TPAS, said "This is a great achievement by the staff and volunteer advisers at TPAS at a time when we were subject to a large amount of change, both organisationally and as a result of broader public sector initiatives.  Our service continues to be valued and we are looking forward to playing our part in the pension reform agenda, particularly automatic enrolment and state pension reforms.  I would like to thank our volunteers for their continuing commitment, without whom we would not be able to help as many people as we do."

Marta Phillips, TPAS Chief Executive said "The publication of this Report and Annual Account marks the end of my first year at TPAS.  It has been, and continues to be, a real pleasure to work with people who help to make sense of what could be impenetrable.  We have continued to provide a quality service to people seeking help with a wide range of pensions issues."  

Notes for Editors 

1. TPAS provides a national pensions helpline 0845 601 2923 which is open 9.00am to 5.00pm Monday to Friday. The dedicated pensions helpline for women is contactable during the same hours on 0845 600 0806.  In 2010/11 TPAS received 63,751 helpline calls, 18,419 written enquiries and over 2,010,210 people visited its website at www.pensionsadvisoryservice.org.uk  and handled 6,021 pension disputes.

2. The Pensions Advisory Service (TPAS) is an independent organisation, operating at arm's length from DWP.   It provides independent, non-regulated, one-stop information and guidance to members of the public on pensions matters.  TPAS has three core services that it offers to individuals free of charge: information and guidance, dispute resolution and visits to the workplace to provide information on retirement planning.

3. The full research reports on customer satisfaction, can be found at the following website addresses:

• Website: July 2009 (50 pages):

Click here for the DWP Paper  

• Workplace Visits: October 2010 (104 pages):

Click here for the DWP Paper

• Helpline and Dispute Resolution customer satisfaction: February 2011 (121 pages):

Click here for the DWP Paper

4. The service is provided by a nationwide network of volunteers and augmented by technical and administrative staff based in London.  TPAS is funded by grant-in-aid from DWP which is recovered by a general levy on pension schemes.

The new Fellows are Alan Bennet, Wally Burgess, Clive Campion, Frances Corbett, Colin Liddell and Paul Meins. 

TPAS also announced that Nathan Robinson had been awarded the title of 'Adviser of the Year' 2010/11.  Nathan has been an adviser since 2007. 

TPAS Chairman, Partha Dasgupta said: "TPAS advisers contribute selflessly to helping others with their pensions problems. I would like to thank them all on behalf of the thousands of people who benefit from their expertise each year. In particular, I would like to congratulate our new fellows and our Adviser of the Year for the outstanding contribution they have made."

Notes for Editors

1. The Pensions Advisory Service (TPAS) is an independent organisation, operating at arm's length from DWP.   It provides independent, non-regulated, one-stop information and guidance to members of the public on pensions matters.  TPAS has three core services that it offers to individuals free of charge: information and guidance, dispute resolution and visits to the workplace to provide information on retirement planning.
2. TPAS provides a national pensions helpline 0845 601 2923 which is open 9.00am to 5.00pm Monday to Friday. The dedicated pensions helpline for women can be contacted during the same hours on 0845 600 0806.  In 2010/11 TPAS received 63,751 helpline calls, 18,419 written enquiries,  handled 6,021 pension disputes and over 2 million people visited its website at www.pensionsadvisoryservice.org.uk 
3. The service is provided by a nationwide network of volunteers and augmented by technical and administrative staff based in London.  TPAS is funded by grant-in-aid from DWP which is recovered by a general levy on pension schemes.  
4. Nathan Robinson Adviser of the Year 2010/11 - Nathan started his career in pensions when he joined CIS in the late 1990s.  He later joined HSBC Actuaries and Consultants Limited before moving to JLT Benefit Solutions.  Nathan currently works in their consultancy practice advising trustees from a wide variety of schemes.  Nathan is a member of the Pensions Management Institute's North West committee, helping to organise local seminars and their annual conference.  When he is not working he can be found running anywhere that offers dramatic views. He has been a TPAS adviser for 4 years.  In that time he has already handled close to 50 cases.  Nathan was nominated by his Regional Organiser who has been consistently impressed by Nathan's approach to each of his cases, and by staff at TPAS for his willingness to help.

Alan Bennet - Joined TPAS in 1992, currently retired. Alan is a Fellow of the Pensions Management Institute. 

Wally Burgess - Joined TPAS in 1992. Before he retired he was Pensions Manager at Anglia Water and spent his career working in pensions in the public sector. 

Clive Campion - Joined TPAS in 1993. Clive is a Fellow of the Institute of Chartered Accountants of England and Wales and a Member of the Association of Corporate Treasurers. 

Frances Corbett - Joined TPAS in 1997. Frances is currently working at the National Association of Pension Funds and is an Associate of the Pensions Management Institute. 

Colin Liddell - Joined TPAS in 1997. Colin is an Associate of the Pensions Management Institute and is TPAS' Regional Organiser for Scotland. 

Paul Meins - Joined TPAS in 1996. Paul is a Fellow of the Pensions Management Institute and a Fellow of the Institute of Actuaries.

Independent research commissioned by the Department for Work and Pensions and published today confirms that The Pensions Advisory Services (TPAS) continues to deliver very high customer satisfaction.  94% of people who used the TPAS helpline were either very satisfied or satisfied with the response they received and the outcome of their call.  The satisfaction level for people using the dispute resolution service was 67%.  Of the people who expressed some dissatisfaction with the service, the report comments that this was largely driven by the outcome of their complaints rather than the service they received. 

In research published last year on the outreach work, 87% of people who attended our talks on retirement planning found the presentation useful or very useful and over 80% said they would take some action on their retirement plans following our talks. 

The latest research report can be found here.

Partha Dasgupta, Chairman of TPAS, said "This is a fantastic achievement by the staff and volunteer advisers at TPAS.  And it is good to know how we do the job is valued just as much as the work itself by the public.  We will be working hard to maintain not only the quality of our work, but also this very high level of customer satisfaction in the run up to and beyond the start of automatic enrolment."

Marta Phillips, TPAS Chief Executive said "Achieving this outcome for the helpline and dealing with dispute case work, places us among the best for customer satisfaction for service delivery.  I am very proud to be leading such a talented group of people who deliver such high levels of customer satisfaction."   

Notes for Editors

1. This is the third research report commissioned by the Department for Work and Pensions on TPAS' work.  It follows an evaluation of our Talks in the Workplace service and a user testing study of our website.
2. The Pensions Advisory Service (TPAS) is an independent organisation, operating at arm's length from DWP.   It provides independent, non-regulated, one-stop information and guidance to members of the public on pensions matters.  TPAS has three core services that it offers to individuals free of charge: information and guidance, dispute resolution and visits to the workplace to provide information on retirement planning.
3. TPAS provides a national pensions helpline 0845 601 2923 which is open 9.00am to 5.00pm Monday to Friday. The dedicated pensions helpline for women is contactable during the same hours on 0845 600 0806.  In 2009/10 TPAS received 74,717 helpline calls, 16,371 written enquiries, 7,769 pension disputes and over 1,305,348 people visited its website at www.pensionsadvisoryservice.org.uk.   
4. The service is provided by a nationwide network of volunteers and augmented by technical and administrative staff based in London.  TPAS is funded by grant-in-aid from DWP which is recovered by a general levy on pension schemes.

Alex Balfour - is the Head of New Media at London 2012 (LOCOG) the organisation responsible for staging the London 2012 Olympic and Paralympic Games. He is one of the UK's most experienced, well connected and respected new media professionals and has five years experience of chairing the board of a leading private sector Internet business. He also holds an MA in History.

Colette Bewley - is a TPAS volunteer adviser and an experienced executive board director of Burges Salmon LLP, a UK top 50 commercial law firm. She has responsibility for strategic development of the firm's legal services to support competitive advantage for their clients.  Colette is a Solicitor and former Partner in Pensions working at a time of rapid growth and change in the pension arena.  She has significant experience in organisational development and change management. She is a Fellow of the Pensions Management Institute, BSc, Diploma in Law and an Executive coach.

David Clarke - has over 20 years board level experience, both as a non-executive and executive director. His non-executive roles include: Forensic Science Service Ltd, Cumberland Building Society and PhonepayPlus Ltd. He is a fellow of the Chartered Institute of Marketing and the Chartered Institute of Management Consultants in addition to a BSc in Business Studies.

Bill Galvin - is currently interim chief executive of the Pensions Regulator and a member of the Managing Board of the Committee of European Insurance and Occupational Pensions Supervisors (CEIOPS). Previous to this he was an Executive Director for The Pensions Regulator with responsibility for all strategy, research and analysis, regulatory policy and programmes, communications and stakeholder management. He has significant board level experience in the public and private sectors and holds an MBA.

Anthony Hodgkiss - is an experienced senior board member with a background in the management of large organisations mainly in the public sector. He has many years experience of leading strategic planning and management including the creation of private/public/voluntary partnerships.  He is a qualified solicitor (not practicing) and mediator.

Rt. Hon. Baroness Hollis of Heigham - is a working peer in the House of Lords and from 1997 to 2005 she was a DWP Minister specializing in pension work.  She has had three careers: as a university academic in Norwich, local authority leader and member of various public bodies.  She has a number of publications and is a frequent conference speaker.

Tilly Ross - is the Global Head of Retirement Plans at National Grid plc, with responsibility for strategy, governance, administration, risk management and funding of pension and other post retirement plans. Her board experience includes being Chair of the CBI's Pensions Panel, a member on National Grid's Global Retirement Plan Committee and a Director of Electricity Pensions Limited. Her qualifications include Fellow of the Institute of Actuaries and a MA in mathematics.

Minister of State for Pensions, Steve Webb said ' I am pleased to welcome these new Board members to TPAS. This injection of new talent will enhance the breadth of knowledge and expertise available and I look forward to working with them'.

TPAS Chairman Partha Dasgupta commenting on the high calibre of the new board members said:

"I am delighted to lead a board with such a wealth of experience, energy and diverse skills. It demonstrates the high level of importance and value that leading professionals place on TPAS' work. Their skills and experience will be invaluable to TPAS as it gets ready to meet the challenges posed by the changing landscape in the world of pensions"

Notes for Editors

1. The new board consists of these seven appointments together with Partha Dasgupta, the chairman and Marta Philips, the chief executive.  Anthony Hodgkiss and Baroness Hollis were also on the previous board.  The new Board members will receive £5k per annum for a minimum of 10 days.  The appointments commenced on 1 August 2010 and will run until 31 July 2013 for all members except Tony Hodgkiss who will step down in 2012 after 10 years on the board.
2. The previous board stood down on 30 June 2010 as part of the TPAS Modernisation programme. The number of board members has reduced from 12 to 9 as part of that review.
3. The Pensions Advisory Service (TPAS) is an independent organisation, operating at arm's length from DWP.   It provides independent, non-regulated, one-stop information and guidance to members of the public on pensions matters.  TPAS has three core services that it offers to individuals free of charge: information and guidance, dispute resolution and visits to the workplace to provide information on retirement planning.
4. TPAS provides a national pensions helpline 0845 601 2923 which is open 9.00am to 5.00pm Monday to Friday. The dedicated pensions helpline for women is contactable during the same hours on 0845 600 0806.  In 2009/10 TPAS received 74,717 helpline calls, 16,371 written enquiries and over 1,305,348 people visited its website at www.pensionsadvisoryservice.org.uk  and handled  7,769 pension disputes.
5. The service is provided by a nationwide network of volunteers and augmented by technical and administrative staff based in London.  TPAS is funded by grant-in-aid from DWP which is recovered by a general levy on pension schemes.

Details are given in TPAS's annual review "Advising on Pensions: A Review of Activities 09/10" 

The report shows that visits to the TPAS website totalled 1,276,875.  Over 74,000 calls were made to our helpline and 16,000 written questions were sent to us by email and post.  6,000 people attended presentations hosted by our 'talks in the workplace service'.  The number of dispute cases (7,769) was similar to the number reported in our last review.

Our new website went live last September.  Feedback showed that 98% of users found the site easy to navigate and 95% liked the new look.  To help people with their decision-making, we have added further planners to the site.  In addition to our annuity and contracting-out planners, planners to help people decide whether to pay a voluntary National Insurance contribution, and help employers understand their duties under auto-enrolment, were added.

The most popular subject that people sought guidance about was again the state pension, which accounted for 37% of all calls and 31% of written enquiries.  Many people wanted to better understand the qualifying conditions and how they could improve their state pension. 

In relation to private pension arrangements, the range of questions was again wide.  Amongst the most popular subjects were: the effects of redundancy and leaving a pension scheme, tracing lost pension plans, decisions on retirement-saving, and the rules about trivial lump sums. 

TPAS 'talks in the workplace' service grew in popularity.  261 presentations were made, attended by over 6,000 people.

The number of complaints referred to TPAS was fractionally more than in the previous 12 months.  Complaints were mainly about delays, mistakes and applications for ill-health retirement. 

TPAS Chairman, Partha Dasgupta said "Last year the number of web visits exceeded 1.2 million: a new record.  The equivalent of one hit every 24 seconds.  The overall demand for our services increased for the fifth consecutive year. This increase reflects the prevailing economic uncertainty and the state of flux in the pensions system.

TPAS' mission to explain and resolve pension issues could not be achieved without the support of the pensions industry, our staff and volunteer advisers. I thank them all on behalf of our customers"

The report can be downloaded by clicking here.

Note for Editors

1. TPAS is an independent body supported by the Government which exists to provide information and guidance to the public on pension matters generally.  Our service is free and sustained by a nationwide network of volunteer advisers.

2. TPAS provides a national pensions helpline 0845 601 2923 which is open 9.00 a.m. to 5.00 p.m. Monday to Friday.

3. Our website covers all aspects of pensions in the UK: www.pensionsadvisoryservice.org.uk 

4. TPAS acts as an impartial mediator in pension disputes involving occupational, personal and stakeholder pensions.  It has not statutory powers and does not provide investment advice.

5. TPAS 'talks in the workplace' service presents to groups of employees in the workplace, about saving for retirement via a pension plan and the issues to be taken account of. 

6. TPAS provides a range of leaflets on different aspects of pension.  Details can be found on the website.

The new Fellows are Tony Copp, Terry Noton, John Freer, Dennis Strudwick and Neville McKay.

TPAS also announced that Mike Cabbett had been award the title of 'Adviser of the Year' 2009/2010.  Mike handled over 30 cases during the year.

TPAS Chairman, Partha Dasgupta said:

"Last year volunteers contributed over 52,000 hours to supporting TPAS, a truly remarkable effort, especially given the competing pressures on time these days.

"I'd like to take this opportunity to thank all of our volunteer advisers, now numbering over 450, for their contribution and congratulate our new Fellows and Adviser of the Year".

Notes for Editors

1. The Pensions Advisory Service (TPAS) is an independent organisation, operating at arm's length from DWP.   It provides independent, non-regulated, one-stop information and guidance to members of the public on pensions matters.  TPAS has three core services that it offers to individuals free of charge: information and guidance, dispute resolution and visits to the workplace to provide information on retirement planning.
2. TPAS provides a national pensions helpline 0845 601 2923 which is open 9.00am to 5.00pm Monday to Friday. The dedicated pensions helpline for women is contactable during the same hours on 0845 600 0806.  In 2009/10 TPAS received 74,717 helpline calls, a record 16,391 written enquiries and almost 1.3 million people visited its website at www.pensionsadvisoryservice.org.uk  and handled 7,769 pension disputes.
3. The service is provided by a nationwide network of volunteers and augmented by technical and administrative staff based in London.  TPAS is funded by grant-in-aid from DWP which is recovered by a general levy on pension schemes. 
4. Mike Cabbett Adviser of the Year - In 2009, Mike handled over 30 cases, a truly fantastic effort.  There were many times this year when we have asked our advisers if they could accept extra cases and Mike has always responded positively.  Mike's approach is always even-handed and his work is at all times of a high standard.  Mike's pension career started at Legal & General, before joining Noble Lowndes (now Mercer).  He is an Associate of the Pensions Management Institute and an Associate of the Chartered Institute of Insurance.  When not working on TPAS cases, Mike enjoys archaeology and cycling.
5. Tony Copp - Joined TPAS in 1997, is now retired but was a senior actuary at Prudential. Tony has a scheme actuary certificate from the Institute of Actuaries.
6. Terry Noton - Joined TPAS in 1996 and has recently become the Regional Organiser for the Midlands.  I believe Terry used to work for BMW pensions and may have recently retired.
7. John Freer - Joined TPAS in 1997.  He works for AWD Chase de Vere.  John is a Fellow of the Chartered Insurance Institute.
8. Dennis Strudwick - Joined TPAS in 1992.  He is an Associate of the Pensions Management Institute.  Now retired, Dennis was Life and Pensions Manager at Shephard Herriott Ltd.
9. Neville McKay - Joined TPAS in 1995.  Neville is a Fellow of the Institute of Actuaries. He has previously been a partner at the firm Coopers and Lybrand, now PricewaterhouseCoopers and is now with Towers Watson (formerly Watson Wyatt).