Pensions Ombudsman: Complaints

Department for Work and Pensions written question – answered at on 23 October 2023.

Alert me about debates like this

Photo of Rachael Maskell Rachael Maskell Labour/Co-operative, York Central

To ask the Secretary of State for Work and Pensions, what the average time from the initial receipt of a complaint is for the Pensions Ombudsman to conclude an investigation that the Early Resolution Team have escalated.

Photo of Laura Trott Laura Trott The Parliamentary Under-Secretary of State for Work and Pensions

TPO’s Early Resolution team (ERT) investigates complaints where TPO believes the complaint may be resolved informally. Over 80% of cases that go to ERT are resolved there, but where this is not possible, the complaint is passed to TPO’s Adjudication Team. Cases may then be escalated to the Pensions Ombudsman where the complainant does not agree with the adjudicator’s decision.

Due to variation in the complexity of cases, TPO does not currently hold validated data on the average time for cases to pass through the Adjudication Team and Ombudsman.

Does this answer the above question?

Yes0 people think so

No0 people think not

Would you like to ask a question like this yourself? Use our Freedom of Information site.