Before we can look into a problem we need to decide if it’s something we can deal with. If we can investigate a case it will be allocated to one of our experienced adjudicators.

They have powers delegated from the Ombudsmen to gather evidence and say what the outcome should be.

We have to be fair and impartial and look at a problem without taking sides.  So we will always consider information from all the parties involved in a case before making a decision.

This section has information about how we deal with applications, our investigation process and timeframes.  Or find out what you need to do if someone has made a complaint against you.

Usually an application to The Pensions Ombudsman needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). We have discretion in certain instances for the time limit to be extended – we can check that for you.

We operate under legislation set down by Parliament.  Information on the legislation that governs our work and the regulations that set out our procedures, time limits and what we can and cannot investigate can be found here.

To clarify our role and functions in selected areas of pension disputes and complaints, we have signed a memorandum of understanding with the Financial Ombudsman Service. It sets out the functions of both organisations, describing the framework for how we work together and covers arrangements for the exchange of information. More information can be found here.

Deciding if we can investigate

What to expect if you’ve asked us to look into a problem.

Our investigation process

How we establish the facts of a case and make decisions.

Responding to a complaint

What to do if someone has made a complaint against you.

Your rights and responsibilities

Find out what parties to a case need to do during and after an investigation.

Privacy and personal information

How we deal with personal information and our policy on publishing Ombudsman decisions.