Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he is taking to ensure that the public have adequate routes of appeal to raise complaints about their pensions.

Members of the public have access to independent routes of appeal regarding pension maladministration through the Pensions Ombudsman (TPO). TPO operates independently to deliver its statutory responsibilities. The Department works closely with TPO to support the effective delivery of its functions and to ensure individuals can access appropriate routes of redress.

Determinations made by the Pensions Ombudsman are legally binding. Parties may appeal to the High Court on a point of law. Complaints about the Ombudsman’s service, as distinct from case determinations, can be made through its internal complaints process and, if unresolved, referred to the Parliamentary and Health Service Ombudsman through a Member of Parliament.

Consumers wishing to raise complaints regarding financial services firms, including pension providers, that are regulated by the Financial Conduct Authority can do so via the Financial Ombudsman Service.