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Terms and Conditions

This site provides an overview of what we do and how we can help if you have an unresolved problem with a pension. The content on this site is not a comprehensive guide to the legislation that governs our work.

Service availability

While we will endeavour to make this site available at all times, we will not be liable if, for any reason, the site is unavailable for any period of time. Access to this site may be suspended at any time without prior notice being given.


The Pensions Ombudsman is not liable for any damages arising in contract, tort or otherwise from the use of or inability to use this site or any material contained in it, or from any action or decision taken as a result of using the site.

The materials on this site comprise a general overview of our role and investigation process; they do not constitute legal or other professional advice. You should consult a professional adviser for legal or other advice.

This site offers links to other sites. We are not responsible for the content of any linked site, any link in a linked site or for any transmission received from any linked site. The links are provided to assist visitors to The Pensions Ombudsman site and the inclusion of a link does not imply that we have endorsed or approved the linked site.

The use of ‘The Pensions Ombudsman logo’ on any document or in association with any information signifies that the document or information has been prepared or approved by The Pensions Ombudsman.

The logo is used only on materials generated by The Pensions Ombudsman or where The Pensions Ombudsman has worked in association with an organisation.

Use of The Pensions Ombudsman logo without our consent infringes the copyright held in respect of the logo.

No permission will be granted for the use of the logo nor will reproduction of the logo in any form be allowed unless we determine that the material on which the logo is to be used and the use of the logo on such material have been expressly approved by The Pensions Ombudsman.

Unless otherwise stated, The Pensions Ombudsman owns the copyright in all material on this site.

Subject to the following conditions, The Pensions Ombudsman has no objection to organisations downloading its copyright-protected materials from the site and reproducing them in their own publications, or on their internal computer networks.

Organisations using The Pensions Ombudsman materials must adhere to the following criteria:

  • Organisations must ensure that they are using the latest version of the materials available.
  • Any publication or internal network which incorporates The Pensions Ombudsman materials must include an acknowledgement of the source of such materials.
  • The material must be clearly separated from any comment made on it by the organisation or others.
  • Readers of the material must not be given the impression that The Pensions Ombudsman is responsible for, or has in any way approved, the publication or network in which the materials are reproduced.
  • The materials may not be altered or amended unless such material is clearly marked as altered or amended by the organisation or others.
  • No fee may be charged by any organisation reproducing The Pensions Ombudsman materials.
  • When reproducing The Pensions Ombudsman materials, organisations must have regard to any qualifying statements or descriptions attached to the materials, (for example, descriptions such as ‘consultation document’, ‘discussion paper’, or ‘preliminary view’ are important as are statements concerning the audience at which the material is directed). If the material is reproduced in full, or substantial extracts are reproduced, any qualifying statements attached to the material must be included.
  • Any reproduction of The Pensions Ombudsman official forms, other than for the purpose of submitting information to the service, must be clearly marked ‘SPECIMEN’ unless otherwise expressly agreed by the service.

There is no charge for the reproduction of materials made in accordance with these conditions.

Where an organisation wishes to re-use The Pensions Ombudsman materials but the proposed re-use would contravene any of the conditions set out above, the organisation should contact to determine whether the proposed re-use would be permitted and what, if any, additional conditions may apply.

The application should be in writing, specifying the name and address of the applicant, the material to be re-used and the purpose for re-use.

If an individual or organisation is unhappy with the manner in which an application for the reproduction or the re-use of our materials has been handled by The Pensions Ombudsman, a complaint should be made to:

We will respond to a complaint within a reasonable time and we aim to do this within 20 working days, subject to any unforeseen circumstance outside our control. We will notify you in writing of the outcome of the complaint, giving reasons for the decision taken. If you remain dissatisfied once you have exhausted the internal complaints process, you may refer your complaint to the Information Commissioner’s Office

Under section 151(6) of The Pension Schemes Act 1993 (the Act), if the Pensions Ombudsman considers it appropriate to do so in any particular case, he may publish in such form and manner as he thinks fit a report of any investigation and the result of that investigation.

Under section 151(7) of the Act, for the purposes of the law of defamation, the publication of certain matters by the Pensions Ombudsman shall be absolutely privileged. Broadly, this includes:

  1. publishing an annual report;
  2. publishing a report of an investigation under section 151(6);
  3. disclosing any information to certain other persons, such as the Pensions Regulator and any Government department, if the Ombudsman considers that the disclosure would enable or assist that person to discharge any of their functions; and
  4. sending a copy of a determination to the affected parties.