Pensions Ombudsman

How can The Pensions Ombudsman help me?

The Pensions Ombudsman solely deals with pension complaints. It can help if you have a complaint or dispute about the administration (including transfers/conversion) and/or management of personal and occupational pensions.
The types of pension arrangements it looks at include:
• executive, group, and personal pension plans;
• self-invested personal pensions (SIPP);
• small self-administered pension schemes;
• workplace, employer, and stakeholder pension schemes;
• free standing additional voluntary contribution schemes; and
• annuities and section 32 buy-out policies.

Some examples of types of complaints it considers include:
• auto enrolment;
• benefits: incorrect calculation/refusal/failure to pay or late payment
• charges/fees;
• death benefits;
• failure to provide information/act on instructions;
• fund switches;
• guaranteed Annuity Rate;
• ill health;
• interpretation of scheme rules/policy terms;
• misquote/misinformation;
• Payment/pension increases;
• pension liberation;
• transfers: general;
• winding up; and
• with-profits issues.

There is no financial limit on the amount of money that The Pensions Ombudsman can make a party award you. Its determinations are legally binding on all the parties and are enforceable in court.

Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.

The Pension Ombudsman can be contacted at:

The Pension Ombudsman

10 South Colonnade 
Canary Wharf, London
E14 4PU

Website: www.pensions-ombudsman.org.uk

email: enquiries@pensions-ombudsman.org.uk

Telephone: 0800 917 4487

You can also submit a complaint form online: www.pensions-ombudsman.org.uk/our-service/make-a-complaint/.