The Pensions Ombudsman
The Pensions Ombudsman provides assistance with investigating and resolving complaints related to personal and occupational pension schemes. Common reasons for calling include disputes over pension decisions or issues with the Pension Protection Fund. Phone support is available Monday to Friday from 10:00 to 14:00, but users can submit complaints online at any time. Due to limited phone hours, it is advisable to call early in the day. The service is impartial and free, requiring prior written complaints to the involved party before contacting the Ombudsman. Supporting documents and a completed application form are necessary for processing.
Updated 15 Dec 2025
Expected outcomes
- Investigate pension complaints
- Resolve pension disputes
- Guide on complaint procedures
- Provide application status
- Clarify documentation requirements
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Complaint letter
- Response from party
- Application form
- Pension scheme details
- Supporting documents
- Online portal access
Known issues
The Pensions Ombudsman faces frequent issues with limited phone hours, as lines are only open from 10:00 to 14:00, Monday to Friday. This can make it challenging for some users to reach the service. To mitigate this, users are encouraged to use online forms and email for communication outside of these hours. This approach ensures that complaints can be submitted and processed without delay. Additionally, having all necessary documents ready before calling can help streamline the process and reduce the need for multiple contacts.
