Since the transfer of The Pensions Advisory Service (TPAS)’s dispute resolution service to the Pensions Ombudsman on 19 March 2018, the Pensions ombudsman offers two types of dispute resolution service: • an informal resolution service led by the Pensions Ombudsman’s Resolution Team (for further information on which, see Resolution Team, below), and • its normal adjudication service Unless stated otherwise, this Practice Note focuses on the adjudication service of the Pensions Ombudsman. More specifically, it looks at the process involved before, during and after a complaint to the Pensions Ombudsman under its adjudication service and an investigation by the Pensions Ombudsman. We have reported on key Pensions Ombudsman determinations resulting from the adjudication service. For further information, see: Pensions Ombudsman determination tracker. Legal framework for making complaints to the Pensions Ombudsman As a creature of statute, the office of the Pensions Ombudsman is created and governed by sections 145 to 152 of the Pension Schemes Act 1993 (PSA 1993) (as amended). The relevant