The Pensions Ombudsman (TPO) resolved more than 10,000 pension complaints in 2025/26, making it the organisation’s ‘most productive’ year on record, its Annual Report and Accounts has shown.

In the year ending 31 March 2026, the number of pension complaints resolved by TPO increased by 14 per cent to 10,793.

The vast majority of (8,274) were closed during the assessment stage, while 1,551 were closed through the Resolution Service, 968 were closed through the Adjudication Service, and 377 were closed by determination.

Of those closed by determination, almost half (45 per cent) were upheld or partly upheld.

Since launching its Operating Model Review (OMR) two years ago, the ombudsman has increased case closures by 63 per cent, with the organisation exceeding its forecast closures for 2025/26 by 10 per cent.

TPO said the OMR had driven greater focus on older and more complex cases, expanded its use of early closures through expedited determinations, and helped achieve an informal resolution rate of 87.4 per cent.

Demand has continued to increase, with 10,944 new applications received by the ombudsman last year, up by 14 per cent year-on-year and 2 per cent above TPO’s forecast.

However, this rise in demand has presented an ‘ongoing challenge’ to reducing waiting times, the ombudsman said.

TPO has secured additional funding from the government over the next three years to grow its frontline caseworker team, aiming to reduce waiting times.

"For the second year in a row, we have resolved more pension complaints than ever before, and I am proud of the team effort that has made this possible,” commented pensions ombudsman, Dominic Harris.

“However, the numbers only tell part of the story. Each case represents an individual looking for a timely and accurate resolution to their pension complaint, and that responsibility remains at the forefront of everything we do.

“With the changes we have made and the benefit of increased funding, we move into the next financial year with increased momentum and enthusiasm."

TPO chair, Deborah Evans, added: "This is a year TPO has much to be proud of, while remaining clear about the work still to do.

“The foundations are solid, the strategy is clear, and the people delivering it have shown throughout this year that they are more than equal to the challenge.

“Rising complaint volumes and ongoing transformation have asked a great deal of our staff and volunteers, and I want to express my sincere thanks for the commitment and professionalism they have brought to that challenge."

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