The Pensions Ombudsman has set out plans to keep up with soaring demand following a record year in which it closed 9,435 complaints, a 42 per cent rise on the previous year.
Its new three-year strategy, published today alongside the 2025/26 corporate plan, follows a 42 per cent jump in case closures during 2024/25. Around 9,435 complaints were closed, up from 6,634 the previous year, even as new complaints rose by 39 per cent in 2024/25, higher than the 15 per cent increase that had been forecast.
The new strategy, covering 2025 to 2028, focuses on improving the efficiency and accessibility of TPO’s service and using its expertise to help reduce complaints across the pensions industry.
The plans include expanding the use of AI for admin tasks, supporting better dispute resolution within pension schemes, and sharing more guidance to prevent issues escalating into formal complaints.
Pensions Ombudsman Dominic Harris says: “The past year represents a step change in ambition for TPO. Our OMR programme has driven innovation and improvement across the organisation, enabling us to resolve significantly more cases than ever before while maintaining the quality of our decisions.
“While we have made excellent progress, we continue to face the challenge of demand outstripping our capacity. Our new three-year Corporate Strategy builds on the momentum we have achieved and sets out how we will further enhance our efficiency and work with the pensions industry to reduce the number of complaints that reach us.”
TPO new chair Deborah Evans says: “I’m thrilled to join TPO at such a pivotal moment. The achievements of 2024/25 are nothing short of remarkable—a true testament to the dedication and talent across the organisation. As we look ahead, I’m excited to work alongside my fellow Board members and the Senior Leadership Team to bring our new Corporate Strategy to life. Together, we’ll build on this momentum—streamlining operations, deepening sector engagement, and staying laser-focused on reducing waiting times. Our mission is clear: to deliver an outstanding service that drives real, lasting outcomes for pension savers and supports the government’s vision for a stronger, fairer system.”
