The number of complaints received by The Pensions Ombudsman (TPO) increased by 17 per cent between 2021/22 and 2022/23, its Annual Report and Accounts has revealed.

During the year, the number of complaints rose from 6,216 to 7,280, which TPO said highlighted the continuing increase in demand for its services.

TPO’s report also detailed that the number of complaints its had closed rose by 49 per cent year-on-year, from 5,221 to 7,784.

This meant that TPO closed more complaints than it received in 2022/23, which it said was achieved due to the development of new ways of working that drove efficiencies and some additional funding from the Department for Work and Pensions that provided additional resource.

However, despite the improvement in the number of complaints closed, TPO warned that waiting times continued to be a significant issue and that addressing this was the main priority of the organisation.

The report noted that the Pensions Dishonesty Unit (PDU) published its first determinations this year, with the PDU issuing determinations directing the return of around £15m to the schemes involved to date.

TPO has secured funding until March 2025 to continue this work.

Of the 7,784 complains closed, 5,438 were closed at the application and assessment stages, 1,572 were resolved informally through TPO’s Early Resolution Service, 774 were resolved through its adjudication teams, and 326 were closed through formal determinations.

Around 51.2 per cent of determinations by TPO were either partly upheld or fully upheld.

Commenting on the report, pensions ombudsman, Dominic Harris, said: “This is my first annual report as pensions ombudsman and my team should be very proud of what they have achieved.

“However, there is more work to do in order to meet rising demand and provide an excellent service. Reducing existing waiting times is our top priority and this annual report shows that with the right tools we are in a good place to meet the challenges that face us.”

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