If you have experienced issues with your pension provider or pension administrator, such as delays, mismanagement, or incorrect information, you may be entitled to make a complaint. While many pension disputes can be resolved by contacting the provider directly, sometimes an independent review is needed. This is where the Pension Ombudsman comes in.
What is the Pension Ombudsman?
The Pension Ombudsman is an independent body that investigates complaints about pension schemes and providers. It can investigate issues related to workplace and personal pensions, including mismanagement, incorrect payments, and unfair treatment. The service is free for consumers and aims to resolve disputes fairly.
When Should You Contact the Pension Ombudsman?
Before escalating a complaint to the Pension Ombudsman, you must first try to resolve the issue with your pension provider. They are required to have a formal complaints process and must respond to you within a reasonable timeframe, usually within eight weeks.
If you are unhappy with their response or receive no response at all, you can escalate your complaint to the Pension Ombudsman. It is important to do this within three years of when you first became aware of the problem.
What Issues Can the Pension Ombudsman Investigate?
The Pension Ombudsman can review complaints related to:
- Incorrect pension calculations
- Unreasonable delays in payments or transfers
- Mismanagement of pension funds
- Failure to provide clear and accurate information
- Refusal to pay benefits you are entitled to
The ombudsman cannot deal with complaints about state pensions, investment performance, or decisions made by The Pensions Regulator.
Note: It can sometimes be confusing knowing who you should escalate your complaints to. Personal Pensions are regulated by the Financial Conduct Authority (FCA) and therefore some complaints can be handled by the Financial Ombudsman Service (FOS), where there are concerns about the financial stability or regulation of a pension provider, these are often best brought to the FCA (personal pensions) or the Pensions Regulatory Authority (PRA). These complexities are some of the reasons consumers may choose to use a solicitor to manage their claim on their behalf.
How to Make a Complaint to the Pension Ombudsman
- Submit an Informal Complaint – The Pension Ombudsman offers an early resolution service, which can help resolve disputes without a full investigation.
- Provide Supporting Documents – Include any relevant correspondence, pension statements, and evidence of financial loss.
- Await the Investigation – If a full investigation is needed, the ombudsman will contact all parties involved and review the evidence before deciding.
- Receive a Final Decision – The ombudsman’s decision is legally binding, meaning the pension provider must comply with any corrective action or compensation awarded.
How Long Does the Process Take?
The length of the investigation varies depending on the complexity of the case. Simple disputes may be resolved in 3 months, while more complicated cases can take longer. However, whilst the Pension Ombudsman aims to provide a fair and thorough resolution as efficiently as possible, they do not have the resources of the FOS and in our experience these types of claims are complex, and you should plan for more than 12 months.
Get Help with Your Pension Complaint
Dealing with pension disputes is complex, and the complaints process can be time-consuming. If you are unsure about your rights or need help preparing your case, professional assistance can make a significant difference, especially if there may be an alternative route to claim via the FSCS or the FOS. Claim My Loss specialises in pension mis-selling and can assess your case on a no win, no fee basis.
If you need help with your pension claim, book a free 30-minute consultation today.
