Annual Report 2014-15

Our 2014/15 Annual Report and Accounts were published today, 2 July.

The report includes information on our operational and financial performance as well as case studies with examples of investigations carried out during the year. Key points of note are:

Our caseload

• There was a 21% increase in the number of enquiries we received
• We took on 1,281 cases for investigation, 22% more than expected
• We completed 970 investigations.  48% of these were concluded by our investigators and did not require an ombudsman decision
• Just over one third of cases decided by an ombudsman was upheld in full or part
• 72% of our investigations took under a year to complete
• Cases about the actions of the Pension Protection Fund remained a small part of our work, with 72 new in the year (an increase of 16.7%)
• We received 177 complaints concerning alleged pension liberation (a number were determined earlier this year)

Our performance

• We responded to enquiries within an average of 2 days (our target was 3 days)
• We decided whether or not we would investigate a complaint in 4 weeks on average (our target was 7 weeks)
• We completed investigations in an average of 9.8 months (our target was 10 months)
• We completed 970 investigations compared to 1115 in 2013/14, this was due, in part, to dealing with the large number of the pension liberation cases and a delay in replacing staff

Running the office

• We stayed within budget, with costs of £3.291m
• At the end of the year we had 39 employees

You can download a copy of the report here:

Annual Report 2014-15