Pensions Ombudsman (TPO) complaints: when a pension has been mishandled
When a pension has been mishandled
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If something has gone wrong with the administration of your pension, a long delay, a payment miscalculation, contributions not applied, poor information or a transfer handled badly, you can complain, and you do not have to accept it. The Pensions Ombudsman, TPO, is a free and independent body that investigates complaints about how pension schemes and providers are run, for both workplace and personal pensions.
This is a narrower route than most people expect, and getting the right one matters, so let us be clear about what it does and does not cover.
- Yes if your complaint is about how the scheme was run (delays, errors, poor administration, unfair treatment).
- No if you were mis-sold advice to move or invest your pension. If the adviser is still trading, that is a Financial Ombudsman claim; if the adviser has failed, it is an FSCS claim.
- Not sure who was at fault? Check whether we have reported on the firm in our claims by company directory, or just call us and we will point you the right way.
How a Pensions Ombudsman complaint works
The route is the same whether you do it yourself or ask us to handle it.
Complain to the scheme first
Raise it in writing with your provider or administrator and use the scheme’s internal complaints process.
Give them time to respond
Let them try to resolve it before escalating.
Refer it to TPO
If you are still unhappy, submit your complaint with your correspondence, normally within three years of the event.
TPO investigates
The Ombudsman reviews the scheme’s conduct against its rules and the law.
A binding decision
TPO can direct the scheme to correct the error and, where appropriate, pay for financial loss and for distress and inconvenience.
What to watch out for
Maladministration, not mis-selling.
The Pensions Ombudsman looks at how a scheme was run. If your real issue is that you were advised to transfer or invest badly, that is a different route, and usually a more valuable one. We will tell you which fits.
Awards for distress are modest.
Compensation for distress and inconvenience is typically a few hundred to a couple of thousand pounds, on top of correcting the actual loss. It is about putting the error right, not a windfall.
There is a time limit.
You normally need to complain within three years of the event, or of becoming aware of it, so do not sit on it.
Complain to the scheme first.
TPO will usually expect you to have given the provider a chance to resolve it before it steps in.
For a fuller walk-through in plain English, see our guide, everything you need to know about the Pensions Ombudsman.
Frequently asked questions
No. The Pensions Ombudsman deals with how pension schemes are administered. Complaints about mis-sold advice or products go to the Financial Ombudsman, or the FSCS if the firm has failed.
It can direct the scheme to correct your loss in full, plus a modest sum for distress and inconvenience where the handling has been poor.
No, the Pensions Ombudsman is free. If your issue is really about mis-sold advice, we can take that on for you on a no win, no fee basis.
Not sure which route is yours?
Higher awards, but cost and risk apply
Talk to us about your pension
If your pension has been mishandled, or you are not sure whether the problem is administration or bad advice, have a free, no obligation chat with us. We will point you to the right route and, where it is a claim we can run, take it off your hands. Call 0800 041 8359 or make an enquiry.
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