The role of the Pensions Ombudsman
The Pensions Ombudsman investigates and decides complaints about
the way pension schemes are run. The Ombudsman is an individual,
appointed by the Government, to independently review and judge
cases. The Government may also appoint a Deputy Pensions Ombudsman
who has the same powers as the Ombudsman.
You can ask the Ombudsman to consider a complaint if you
- a member of a workplace pension scheme or personal
- the spouse or dependant of a member who has died;
- claiming to be a member or the spouse or dependant of a
- entitled to pension credits following your divorce from a
- the personal representative of any of the above.
Your complaint must relate to membership of a workplace pension
scheme or personal or stakeholder pension. It must be
against any of the following:
- all or any of the scheme trustees, past or present;
- the scheme manager (which could refer to a company that runs a
sector scheme or the provider of a personal or stakeholder
- the employer (but only in relation to the pension scheme);
- the administrator of the scheme.
The Ombudsman cannot deal with your complaint if it:
- relates to the selling of a personal or stakeholder
- relates to the state pension and other state
- is subject to court proceedings
- is subject to regulation by the Pensions
- is being, or has been, investigated by another
Making a complaint to the Pensions Ombudsman
Normally you should have asked us to try and help you resolve
your complaint before you make a complaint to the Ombudsman.
Whatever our opinion, you are still free to take your case to the
Ombudsman. You must present your complaint to the Ombudsman using
an official complaint form which you can get from the Ombudsman's
website. If your complaint is against the trustees of a workplace
pension scheme or its scheme manager, the Ombudsman will only
accept your complaint form and investigate your complaint if you
have first gone through your scheme's independent dispute
resolution procedure (IDRP).
here for more information about the
Normally you must make your complaint to the Ombudsman within
three years of the event you are complaining about. The time limit
can be extended by the Ombudsman if there is a good reason why you
were unable to make your complaint to the Ombudsman within the
usual time limit - for example you went through your scheme's IDRP
and that delayed you in making your complaint to the
You can find out more about the Ombudsman and how to make a
complaint by visiting www.pensions-ombudsman.org.uk.