The Pensions Ombudsman

What are the powers of the Pensions Ombudsman and when should he be used?

The Pensions Ombudsman is a free, impartial forum set up to determine complaints or disputes of fact or law. As a result of the transfer of The Pensions Advisory Service’s dispute resolution function to the Pension Ombudsman with effect from 19 March 2018, the Pensions Ombudsman now offers an informal resolution service (led by its Resolution Team) as well as an adjudication service. Our material explores mainly the workings of the Pensions Ombudsman’s adjudication service.

Completion of a scheme's internal dispute resolution procedure is usually required before an eligible member can file a formal application under the Pensions Ombudsman's adjudication service. Applications must fall within the Ombudsman's jurisdiction and be within three years of the date of the offending act or omission which is the subject of the application. Exceptions to the three year time limit can be made.

The caseworker can request more information from the parties and, where appropriate, the Ombudsman can hold oral hearings, although this is rarely used in practice. After