Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce the length of time it takes for cases to be reviewed by the Pensions Ombudsman.

In November 2023, DWP instigated a peer review of The Pensions Ombudsman (TPO), that considered organisational structure, performance, waiting times and efficiencies. Following the ensuing recommendations, TPO commissioned an internal review which has resulted in their Operating Model Review (OMR).

TPO has begun implementing improvements to its Operating Model enhancing effectiveness and ensuring cases are closed as early as possible. Engaging and influencing the wider pensions industry remains a vital part of TPO strategy. The recent ‘How to avoid the Ombudsman’ session run by its Stakeholder Engagement team demonstrates TPO willingness to engage industry to reduce the number of complaints it receives.

DWP has invested substantial additional funding to TPO’s baseline over the SR period to expand headcount to support the reduction in waiting times.