The Pensions Ombudsman (TPO) has closed more cases than ever before in 2024/25, its Annual Report and Accounts have revealed, following the “successful” implementation of its Operating Model Review (OMR) programme.

During 2024/25, TPO resolved 9,435 pension complaints, a 42 per cent increase compared to 6,634 in 2023/24.

At the same time, TPO experienced a rise in demand for its services, including 9,610 new pension complaints, which increased by 39 per cent compared to 2023/24.

TPO said that the number of resolved pension complaints has only been possible due to the efficiencies introduced as part of its OMR programme, designed to resolve complaints as early as possible without a reduction in the quality of TPO’s decision making.

The OMR programme so far has increased TPO’s operational efficiency through the use of expedited determinations that are achieving earlier case closures where there is a clear outcome and the deployment of a lead case approach, where there is an industry-wide or scheme-specific issue that affects multiple members.

The OMR also increased the ombudsman’s efficiency through using its 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.

The ombudsman highlighted that another key element of its OMR programme and its developing strategy is to work with the industry to reduce demand for pension complaints requiring TPO’s input.

For example, TPO only accepts complaints once a scheme’s internal complaints process has been completed, resulting in a quicker resolution for members and encouraging trustees and managers to deliver a good standard of complaint handling.

Additionally, the ombudsman has engaged with industry stakeholders to provide information and guidance to support decision making in their dispute resolution processes.

The report also noted that it received 10,514 contacts by phone, live chat, email and post from people seeking help with pension issues.

In terms of topics of complaints that were dealt with, the three most common were contributions, retirement benefits and pension transfers.

In addition to this, the report highlighted that TPO resolved 8,561 new general enquiries, a 10 per cent increase on 2023/24.

It also closed 6,926 pension complaints during its assessment stages, a 45 per cent increase on 2023/24 and closed 1,512 pension complaints through its resolution service, a 19 per cent increase on 2023/24.

TPO closed 997 pension complaints through our formal adjudication service, a 72 per cent increase on 2023/24, while a total of 351 pension complaints were closed by determination, decisions made by either the pensions ombudsman or the deputy pensions ombudsman.

Fifty-three per cent of pension complaints determined were upheld or partly upheld, including 22 Expedited Determinations.

Commenting on the report, pensions ombudsman, Dominic Harris, said: “With the challenges of both a historical backlog of cases and surging demand for our important service, we recognised the need to take action – and we did that by successfully planning and implementing our OMR in short order.

“The fruit of our work is to be found in the record number of cases resolved this year. There is still more to do to reduce waiting times for our customers, but we have solid foundations to build upon as we consider our strategy for the next three years.”

Harris added that he was “very grateful” to his team at TPO, including volunteers, for working so hard to make it happen.

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