TPO closes more cases than ever before

The Pensions Ombudsman (TPO) today publishes its Annual Report and Accounts for 2024/25. During this period and following the successful implementation of its Operating Model Review (OMR) programme, TPO has closed more cases than ever before. 

During 2024/25, TPO resolved 9,435 pension complaints compared to 6,634 in 2023/24, representing a 42% increase for the year. At the same time, TPO experienced a significant rise in demand for its services, which increased by 39% compared to 2023/24. The record number of resolved pension complaints has only been possible due to the efficiencies introduced as part of its OMR programme, which aims to resolve complaints as early as possible without a reduction in the quality of TPO’s decision making. 

The far-reaching OMR programme has increased TPO’s operational efficiency through initiatives such as:

• the use of Expedited Determinations, which are achieving earlier case closures where there is a clear outcome 
• the deployment of a ‘lead case’ approach, where there is an industry-wide or scheme-specific issue that affects multiple members
• using TPO’s discretion to not investigate cases that either would be better placed at an alternative organisation or that do not reach its threshold for further investigation. 

More details of each of these can be found in the Annual Report.   

The other key element to the OMR programme, and our developing strategy, is to work with the sector to reduce demand for pension complaints requiring TPO’s input. For example, TPO now only accepts complaints once a scheme’s internal complaints process has been completed. This not only means quicker resolution for members but also encourages trustees and managers to deliver a good standard of complaint handling for their members. TPO has also invested time engaging with industry stakeholders to provide them with information and guidance to support decision making in their own dispute resolution processes.

Dominic Harris, Pensions Ombudsman, said:

 “With the challenges of both a historical backlog of cases and surging demand for our important service, we recognised the need to take action – and we did that by successfully planning and implementing our Operating Model Review in short order. The fruit of our work is to be found in the record number of cases resolved this year.  There is still more to do to reduce waiting times for our customers, but we have solid foundations to build upon as we consider our strategy for the next three years. I am very grateful to my team at TPO, including our volunteers, for working so hard to make it happen.”

Our caseload

• We received 10,514 contacts by phone, LiveChat, email and post from people
  seeking help with pension issues.
• We received 9,610 new pension complaints, representing an 39% increase compared with 2023/24.
• The three most common topics of closed pensions complaints were: contributions, retirement benefits and pension transfers.

Our performance

• We resolved 8,561 new general enquiries, a 10% increase on 2023/24.
• We closed 9,435 overall pension complaints, a 42% increase on 2023/24.
• We closed 6,926 pension complaints during our assessment stages, a 45% increase on 2023/24.
• We closed 1,512 pension complaints through our Resolution Service, a 19% increase on 2023/24.
• We closed 997 pension complaints through our formal Adjudication Service, a 72% increase on 2023/24.
• A total of 351* pension complaints were closed by Determination. Determinations are decisions made by either the Pensions Ombudsman or Deputy Pensions Ombudsman.
• 53% of pension complaints determined were upheld or partly upheld.

*This includes 22 Expedited Determinations.