The Pensions Ombudsman (TPO) has announced the appointment of Camilla Barry as the new Deputy Pensions Ombudsman (DPO) and Deputy Pension Protection Fund Ombudsman. Confirmed by the Minister for Pensions, Emma Reynolds MP, Camilla Barry's four-year term will commence on 9 December 2024. Camilla Barry succeeds Anthony Arter, who has been serving in an interim capacity to finalise cases for the Pensions Dishonesty Unit and address potential conflicts for TPO.

The Pensions Ombudsman (TPO) has issued a press release on its determination (CAS-81940-Z2S8) regarding a complaint from a member who transferred from the British Steel Pension Scheme to a small self-administered pension scheme in 2014. Although the transfer was made in line with the member’s wishes, he later argued that the trustee failed to carry out sufficient due diligence to identify and communicate potential scam risks, resulting in a loss of retirement benefits. TPO did not uphold the member’s complaint, concluding that, at the time of the transfer, there was no general, common law or equitable duty of care requirement for the trustee to conduct due diligence beyond what was necessary to meet the statutory criteria under the Pensions Schemes Act 1993. TPO found that the trustee was not legally required to follow the due diligence guidance suggested by the member, such as that contained in the Pensions Regulator’s Action Pack and the Scorpion Leaflet, and had not assumed any responsibility or made representations that would have led the member to rely on such checks.

The Minister for Pensions has extended Anthony Arter’s position as Interim Chair of the Corporate Board for up to six months from 31 December 2024. This will ensure continuity for The Pensions Ombudsman (TPO) while the appointment of a permanent Chair concludes. Additionally, the Minister for Pensions has agreed to a one-year extension for the Non-Executive Directors, Myfanwy Barrett and Robert Branagh, from 1 May 2025.

The Pensions Ombudsman’s (TPO) Pensions Dishonesty Unit has concluded an extensive investigation into three occupational pension schemes, resulting in directions for trustees to repay over £5.2 million. TPO found that scheme funds were invested in breach of trustee duties, facilitating pension liberation arrangements. Trustees, including two individuals in their personal capacities, were found to have acted dishonestly and attracted personal liability. A pension administrator was also found liable as a dishonest assistant. This case, following the recent Ecroignard Trustees determination, brings the total repayments directed by the Unit to over £40 million across ten schemes, highlighting TPO’s efforts to combat pension fraud and hold dishonest actors accountable.

The Pensions Ombudsman (TPO) has announced there will be two public hearings as part of its investigation of complaints against Mr Michael Woolley, PIM Trustees Limited (Company Number: 03531478) and Pension Asset Services Limited (Company number: 06127932). The first hearing (concerning all three parties) is in respect of the Essential Pension Scheme, the Steadfast Cleaning Limited Directors’ Pension Scheme, the Assart SSAS, the Cusack Pension Scheme, and the Traction Seabert retirement Benefits Scheme. This will take place at 10 am on 26 November 2024. The second hearing (concerning the first two named parties) is in respect of the Magnum Retirement Benefit Scheme and will take place that same day at 2 pm. The hearings will be held at TPO's offices at 10 South Colonnade, Canary Wharf, E14 4PU. Those wishing to attend must contact TPO by 1 November 2024. For inquiries or requests related to this hearing, email emma.currie@pensions-ombudsman.org.uk.

The Pensions Ombudsman (TPO) has announced there will be a hearing as part of its investigation of complaints against the trustees of the Embolden Executive Pension Scheme. The public hearing will take place at TPO’s offices at 10 South Colonnade, Canary Wharf, E14 4PU at 10 am on 23 July 2024. Those wishing to attend should contact TPO by 9 July 2024.

The Pensions Ombudsman (TPO), Dominic Harris, has published a blog post in which he outlines the way in which the TPO operating model review will benefit both the pensions industry and pension scheme members. Going forward, he says that those with complaints will have to go through the respondent's formal complaints process before TPO considers investigating the matter, as many of the complaints currently received 'could and should be resolved under an internal resolution process, without the need for TPO input'. Harris also encourages industry stakeholders to attend the TPO Stakeholder Forum on 27 June 2024 in order to share their views on implementation.

The Pensions Ombudsman (TPO) has published its annual report and accounts for 2024/25 reporting a record 9,435 pension complaints resolved, compared to 6,634 in 2023/24 which is a rise of 42%. Demand for TPO’s services rose by 39% over the same period. TPO attributed the increase in resolved cases to efficiencies introduced through its Operating Model Review (OMR) programme which aims to resolve complaints as early as possible without reducing the quality of its decision making. The OMR programme operates through initiatives such as the use of expedited determinations, the deployment of a ‘lead case’ approach and the use of TPO’s discretion not to investigate cases that either would be better placed at an alternative organisation or that do not reach its threshold for further investigation. In addition to the OMR programme, TPO has stated that it aims to work within the sector to reduce demand for pension complaints requiring TPO’s input.

The Pensions Ombudsman (TPO) has published its 2024/2025 Corporate Plan on 31 July 2024 which outlines its focus on the key priorities and areas of work for the next year. The publication of the Corporate Plan follows a long-term increase in demand for TPO’s complaint service which, together with an increasingly complex caseload, has lengthened customer waiting times which are currently being tackled. The Corporate Plan sets out information on TPO’s Operating Model Review that looked at ways to improve efficiency across the ‘customer journey’. As a result of that Review, TPO is implementing ‘a package of changes that will transform its service and lead to an improved experience for future customers’.

The Pensions Ombudsman (TPO) has published a Determination on a complaint over the level of due diligence carried out by a Small Self-Administered Scheme (SSAS) set up with Rowanmoor Group Limited (Rowanmoor) prior to an investment. The complaint was upheld against a subsidiary of Rownamoor known as Rowanmoor Trustees Limited (RTL). TPO found that RTL did not fulfil its obligations as trustee of the Scheme by failing to carry out the proper due diligence into an investment, and causing a loss to a member of the Scheme.

The Pensions Ombudsman (TPO) has published the Optimum Retirement Benefit Plan (the scheme) determination on its 'Previous Decisions' page. After an extensive investigation carried out by the Pensions Dishonesty Unit, the Ombudsman has upheld the complaints made by Dalriada Trustees Limited on behalf of the scheme members. The determination held that the three trustees, Mr Craig, Mr Kelly and Mr Reilly, failed in their statutory duties and have committed several breaches of trust and numerous acts of maladministration. The Ombudsman also found Mr Craig personally profited from the scheme. The decision involves redress of £12,578,051.44 against the three trustees.

The Pensions Ombudsman (TPO) has published a blog by Ombudsman Dominic Harris. The blog shares TPO's plans to utilize expedited determinations to bring complaints to a close at an earlier stage, which after a successful pilot, TPO plan to roll out expedited decision-making later this month. TPO have also made progress on the review of their operating model in relation to it's three priority workstreams.