Aims and Principles

Our aims


We aim to:

  • Deal with complaints and disputes:
    • in accordance with our powers
    • in a manner and timescale that is proportionate to the issues
    • by communicating clearly
    • with the “right” outcome – consistent with the law where that is required
  • Ensure that those who need to use our services can do so, by:
    • being accessible to all
    • communicating effectively what we do and how we do it
  • Provide information and assistance designed:
    • to encourage early resolution of complaints - before coming to us where possible
    • to assist and promote good administration generally.


Our principles


Service

  • We are impartial
  • We value quality
  • We treat people professionally and with courtesy
  • We act with openness and transparency
  • We comply with our legal and regulatory responsibilities


Our people

  • We treat each other with respect and fairness
  • We help people to develop their potential
  • We recognise the contribution that all our people make to the service we provide
  • We work as a team to achieve our corporate and personal objectives


External relationships

  • We recognise, respect and value the trust vested in us
  • We listen to our stakeholders and use their feedback
  • We take practical steps to reduce our negative impact on the environment
Pensions Protection Fund

The Pensions Ombudsman is also the Pension Protection Fund Ombudsman >>