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Pro Bono Week: Interview with Patricia Critchley of Slaughter and May

The Volunteer Adviser Programme has been around for over 40 years helping members of the public to informally resolve problems with their occupational and personal pensions. Our volunteers which include pension professionals from the legal industry resolve over 80% of the cases they receive. In 2025, international law firm Slaughter and May decided to partner with The Pensions Ombudsman (TPO) to support its volunteer programme. Today we are interviewing Patricia Critchley who is Senior Counsel at Slaughter and May and a pro bono volunteer for TPO.

Farmwell Ltd. Retirement and Death Benefit Scheme (CAS-110685-L4N5)

Ombudsman’s Determination

Outcome

I do not uphold Mr T’s complaint and

NEST (CAS-97027-G2V6)

Ombudsman’s Determination

Outcome

Armed Forces Pension Scheme (CAS-112193-P9C1)

Ombudsman’s Determination

Outcome

I do not uphold Mr N’s complaint, an

Airways Pension Scheme (CAS-78782-N1T6)

Ombudsman’s Determination

Outcome

I do uphold in part Mr H’s complaint

NHS Pension Scheme (CAS-86747-P1R3)

Ombudsman’s Determination

Outcome

I do not uphold Miss N’s complaint a

Local Government Pension Scheme (CAS-99869-W7F5)

Ombudsman’s Determination

Outcome

I uphold Ms L’s complaint.

LifeSight Master Trust (CAS-54811-N0H7)

Ombudsman’s Determination

Outcome

I do not uphold Mr X’s complaint and

NEST (CAS-96234-M5S1)

Ombudsman’s Determination

Outcome

Mr I’s complaint is upheld and to pu

Sanlam Retirement & Death Benefits Scheme (CAS-87628-Y8G6)

Ombudsman’s Determination

Outcome

I do not uphold Mr NS’ complaint and

Royal Academy of Arts Pension Scheme (CAS-111359-D3J5)

Ombudsman’s Determination

Outcome

Mr L’s complaint against the Trustee

Operating Model Review 2025/26 - Off to a flying start…

In this blog mid-way through 2025/26, the Pensions Ombudsman, Dominic Harris, looks back on the achievements of the Operating Model Review programme and our priorities going forward.

Teachers' Pension Scheme (CAS-113111-L4H3)

Ombudsman’s Determination

Outcome

I do not uphold Mrs N’s complaint an

TPS Benefits Scheme (CAS-79089-Z5M8)

Ombudsman’s Determination

Outcome 

NEST Pension Scheme (CAS-130996-Q6W2)

Ombudsman’s Determination

Outcome

Mrs S’ complaint is upheld and to pu

Universities Superannuation Scheme (CAS-75368-P2P5)

Ombudsman’s Determination

Outcome

I do not uphold Mr Y’s complaint, an