We have a team of over 50 people who deal with enquiries, investigate complaints and ensure the organisation is well run.

Our organisation chart shows how we are structured.

Our Business Support Team manages our IT, budget, corporate policies, supplier contracts, website and human resources.

We handle around 5000 enquiries a year. We assess all the applications we receive, decide whether or not a complaint is something we can deal with and carry out some investigations.

We can also put you in touch with other organisations who may be able to help you.

Cases we can look at are allocated to one of our experienced adjudicators. We have two teams of adjudicators who gather information from all parties involved in a case, establish the facts and assess what the outcome should be.

The power to make final and binding decisions rests with our Ombudsmen. The Ombudsman and Deputy Ombudsman are appointed by the Secretary of State for Work and Pensions.

Both Ombudsmen have the same powers to make decisions about occupational and personal pension schemes, the Pension Protection Fund and the Financial Assistance Scheme.

Go to Our process to find out more about how we assess applications and who will deal with your case.

Anthony Arter

Anthony Arter is the Pensions Ombudsman and Pension Protection Fund Ombudsman and was appointed on 25 May 2015.

Anthony is a solicitor who has specialised in pensions since 1996.  He was formerly Head of Pensions and London Senior Partner at Eversheds LLP.   He has also been an independent trustee for many years.

From 2009 until 2012 Anthony was a member of the Business in the Community London Advisory Board, appointed as HRH Prince Charles’ BITC London Ambassador for Volunteering in 2009.

Download hi-res image

Karen Johnston Karen Johnston

Karen Johnston is the Deputy Pensions Ombudsman and Deputy Pension Protection Fund Ombudsman and was appointed on 1st July 2015.

Karen was formerly the Strategy lawyer for the Pensions Regulator, where she also held a lead role on the auto-enrolment programme. Prior to 2004 she worked as a consumer legal adviser at the Office of Fair trading following a career at the independent bar.

Since 2012 she has also worked as a trustee for Brighton and Hove Citizens Advice Bureau.

Download hi-res image