Skip to main content

Accessibility Statement

We are committed to providing an accessible service and our website contains a number of features that can help you with any accessibility issues you may have.


Text size

You can alter the font size on the screen making the site easier to read. If  you prefer the text to be a little bigger or smaller, you can increase the size of the text by clicking the corresponding option at the top of any page.

Alternatively you can increase the font size by holding down the “Ctrl” key on the bottom left hand row of the key board whilst using the scroll wheel on the mouse to increase (or decrease) the size of the text or press and hold the “Ctrl” key whilst pressing either “+” key to increase or “-” to decrease the size of text.


Screen colour contrast

At the top of every page, you will also find options for different colour / contrast schemes. You can select the most suitable one by clicking on the respective circles.


Videos with subtitles

Our new videos explain what to do if you are unhappy with your pension scheme and how our service can help if you have tried to sort out a problem about the management of your pension and aren’t satisfied with the outcome. Both these short videos have subtitled versions which you can watch here.


Coding standards

Our website has been developed to meet best practice coding standards and substantially conforms to guidelines laid down by World Wide Web Consortium (W3C) as well as Level AA of the Web Content Accessibility Guidelines 2.1 (WCAG 2.1).

Adhering to these standards makes our site accessible to those browsers that also adhere to these standards, and makes our web pages more accessible to those using screen readers and similar devices.


Read our full accessibility statement Toggle accordion

Accessibility statement for The Pensions Ombudsman

This accessibility statement applies to The Pensions Ombudsman website

This website is run by The Pensions Ombudsman. We want as many people as possible to be able to use this website. That means you should be able to: 

  • zoom in up to 200% without the text spilling off the screen 
  • change colours, contrast levels and fonts
  • the visual presentation of text and images of text has the required contrast ratio
  • have the required contrast ratio on the visual presentation of text and images 
  • navigate most of the website using just a keyboard 
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
  • change non-text content into other forms people need, such as large print, braille, speech, symbols or simpler language, by providing text alternatives for any non-text content such as images
  • present content without loss of information or functionality, and without requiring scrolling in two dimensions for 
  • view content unrestricted to a single display orientation, such as portrait or landscape
  • skip to the main content when using a screen reader screen. 

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible:

  • most older PDF documents are not fully accessible to screen reader software.

Feedback and contact information

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille, contact:

We’ll consider your request and get back to you as quickly as possible and always within 10 working days.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact:

We’ll consider your request and get back to you as quickly as possible and always within 10 working days.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

We use a text relay service for people who are D/deaf, hearing impaired or have a speech impediment.
Our offices are not open to the public. For stakeholders and job candidates visiting our offices, we have audio induction loops, or if you contact us before your visit, we can arrange a British Sign Language (BSL) interpreter.

Find out how to contact us.


Technical information about this website’s accessibility

The Pensions Ombudsman is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

  1. Some links fail WCAG 2.1 AA Success Criterion 2.4.4. This Success Criterion is to make sure the purpose of each link can be determined from the link text alone. The reason some links fail is due to some pages having the same title, resulting in two links with the same name landing on different content.

    We plan to add suitable ARIA properties to all these links by September 2020 which will resolve the problem.
  2. The following pages are not fully accessible: 

    The filter form and feedback forms on these pages use the same ID. This fails Success Criterion 1.3.1 (Info and Relationships) and 4.1.1 (Parsing). The failure of Success Criterion 1.3.1 means that information and relationships are not preserved when the presentation format changes. The failure of Success Criterion 4.1.1 means that things like assistive technologies cannot accurately interpret and parse content.

    To resolve the problem, we plan to update the code and deploy this to the website by the end of June 2020.

Content that’s not within the scope of the accessibility regulations

PDFs and other documents

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. For example, we do not plan to fix previous Decisions uploaded before 23 September 2018.

We are currently testing PDFs and Word documents created between 23 September 2018 and 11 June 2020 and will fix any problems identified.

Any new PDFs or Word documents we publish will meet accessibility standards.


What we’re doing to improve accessibility

We will audit the site to cover accessibility issues following any major changes to the functionality of the site.
We will then audit the site once a year to cover accessibility issues.


Preparation of this accessibility statement

This statement was prepared on 11 June 2020. It was last reviewed on 11 June 2020.

This website was last tested for compliance with WCAG 2.1 AA on 5 June 2020. The test was carried out by CIVIC using both technical and manual testing.

The technical testing was performed using a number of tools, including the Chrome extensions of SiteImprove and Wave and was focused on the website’s landing pages and a representative number of News and Previous Decisions. 

The technical testing was combined with manual testing, which enabled us to:

  • Test the entire website for underlying technical errors or issues that could cause accessibility barriers. These tools are used to scan pages for technical accessibility issues such as HTML/CSS parsing errors.
  • Establish a representative sample of pages by employing various methods including using a list of pages common to many websites, inspecting the site for variations in layout and functionality and selecting pages at random.

A comprehensive accessibility audit is planned for late 2020. Once completed, this statement will be updated accordingly to reflect any amendments made.