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To ask His Majesty's Government, further to the Written Answer by the Minister of State for Social Security and Disability on 17 March (HC119129), which issues were investigated by (1) the Pensions Ombudsman, and (2) the Parliamentary and Health Service Ombudsman, in connection with the AEA Technology pension scheme when it...
To ask His Majesty's Government, further to the Written Answer by the Minister of State for Social Security and Disability on 17 March (HC119129), which issues were investigated by (1) the Pensions Ombudsman, and (2) the Parliamentary and Health Service Ombudsman, in connection with the AEA Technology pension scheme when it...
The Pensions Ombudsman investigated a complaint determined in January 2015 concerning the conduct of the trustee of the AEA Technology Pension Scheme (reference PO-4816 can be found on The Pension Ombudsman website).
In its role as the Pension Protection Fund (PPF) Ombudsman, The Pensions Ombudsman considered two references of reviewable matters concerning the PPF and AEA Technology. Both cases are in the public domain and can be found on The Pensions Ombudsman website. The first (reference PPFO-2915), in June 2014, and the second (reference CAS-53012-H6M5), in December 2021.
The Parliamentary and Health Service Ombudsman investigated complaints about a factsheet produced by the Department for Work and Pensions in response to enquiries from members of the AEA Technology Pension Scheme.
To ask the Secretary of State for Work and Pensions, what assessment his Department has made of trends in changes in waiting times for cases initially to be assigned at the Pensions Ombudsman over the past two years.
To ask the Secretary of State for Work and Pensions, what assessment his Department has made of trends in changes in waiting times for cases initially to be assigned at the Pensions Ombudsman over the past two years.
Waiting times for cases to be initially assigned at The Pensions Ombudsman (TPO) have increased over the past two years, primarily due to sustained growth in demand, alongside a backlog of complex cases. TPO has implemented an Operating Model Review to improve efficiency and throughput, which has increased case closures and begun to stabilise waiting times.
However, waiting times for assignment, particularly for more complex cases, remain longer than desired.
To ask the Secretary of State for Work and Pensions, what data his Department holds on average waiting times for (a) cases to be assigned and (b) decisions by the Pensions Ombudsman.
To ask the Secretary of State for Work and Pensions, what data his Department holds on average waiting times for (a) cases to be assigned and (b) decisions by the Pensions Ombudsman.
The Department does not centrally publish formal averages for case allocation or final decisions by the Pensions Ombudsman (TPO). However, TPO’s latest performance updates indicate that waiting times remain significant due to sustained demand. Recent data shows cases can wait around 15 months to be allocated at assessment stage and up to 18 months for adjudication in more complex cases.
For all closures delivered in 2025/26 the average length of time from case creation to closure was 8 months.
The Department is working closely with TPO, including providing additional funding and supporting its Operating Model Review programme, to improve efficiency and reduce waiting times.
To ask the Secretary of State for Work and Pensions, what assessment she has made of the potential impact of the Operating Model Review in reducing waiting times at The Pensions Ombudsman over the past year.
To ask the Secretary of State for Work and Pensions, what assessment she has made of the potential impact of the Operating Model Review in reducing waiting times at The Pensions Ombudsman over the past year.
The Pensions Ombudsman’s (TPO) Operating Model Review (OMR) has delivered record case closures in both 2024/25 and 2025/26.
Key changes introduced through the OMR include ensuring that individuals complete the formal complaints process with their pension provider before approaching TPO; introducing expedited decision-making that closes cases with clear outcomes earlier in the process, reducing waiting times in these cases by as much as 18 months; and adopting a lead case approach where a structural issue with a pension scheme affects multiple members.
By continuing to implement operational innovations and utilising new resource from DWP, TPO will sustain its efforts to reduce case waiting times, which I recognise remain too long.
Frequently asked questions (FAQs) about occupational and personal pensions
Frequently asked questions (FAQs) about occupational and personal pensions
This briefing gives an overview of pensions in the UK, including key data on the new and old state pension and private (occupational and personal) pensions
This briefing gives an overview of pensions in the UK, including key data on the new and old state pension and private (occupational and personal) pensions
To ask the Secretary of State for Work and Pensions, for what reason The Pensions Ombudsman and The Parliamentary and Health Service Ombudsman were unable to investigate the information on pension options provided by the Government and its agents to AEA Technology pension scheme members in 1996.
To ask the Secretary of State for Work and Pensions, for what reason The Pensions Ombudsman and The Parliamentary and Health Service Ombudsman were unable to investigate the information on pension options provided by the Government and its agents to AEA Technology pension scheme members in 1996.
The Pensions Ombudsman and the Parliamentary and Health Service Ombudsman may only investigate matters within the statutory jurisdictions set by Parliament.
Decisions on which bodies may investigate pension matters reflect deliberate Parliamentary choices to ensure clear roles and an effective system of redress. In the case of the AEA Technology pension scheme, specific issues have been considered by both Ombudsmen.
To ask the Chancellor of the Exchequer, whether officials from HM Treasury who are providing support to the pensions Ombudsman have any involvement in the investigation of complaints concerning pension schemes for which HM Treasury has policy responsibility; and what steps are taken to avoid any actual or perceived conflicts...
To ask the Chancellor of the Exchequer, whether officials from HM Treasury who are providing support to the pensions Ombudsman have any involvement in the investigation of complaints concerning pension schemes for which HM Treasury has policy responsibility; and what steps are taken to avoid any actual or perceived conflicts...
No officials from HM Treasury are currently seconded to The Pensions Ombudsman and therefore there is no involvement of HM Treasury officials in its casework.
To ask the Secretary of State for Work and Pensions, what assessment has been made of the effectiveness of the Pensions Ombudsman operating on a voluntary basis, in the context of (a) its statutory responsibilities and (b) its role in resolving pension disputes.
To ask the Secretary of State for Work and Pensions, what assessment has been made of the effectiveness of the Pensions Ombudsman operating on a voluntary basis, in the context of (a) its statutory responsibilities and (b) its role in resolving pension disputes.
We have interpreted this question as being about complaints that are resolved through The Pension Ombudsman’s (TPO) Resolution Service (RS). TPO operates independently to deliver its statutory responsibilities. Its RS includes 22 employed pension specialists and 150 industry experts working on a voluntary basis. RS provides an informal route for resolving disputes and reducing pressure on formal investigations. In 2024/25, the RS resolved 1,512 complaints, 80% of the 1905 received, without the requirement for a formal ombudsman investigation. Where early resolution is not possible, the Pensions Ombudsman retains full statutory authority to investigate and determine cases.
My Lords, I should preface my remarks by declaring an interest in that I am a member of the Local Government Pension Scheme. I am, of course, much too young to be drawing any benefits from that scheme as yet.
It is a great pleasure to follow my noble friend Lord...
My Lords, I should preface my remarks by declaring an interest in that I am a member of the Local Government Pension Scheme. I am, of course, much too young to be drawing any benefits from that scheme as yet.
It is a great pleasure to follow my noble friend Lord...
Yes, my Lords, we are getting towards the end. I thank all noble Lords who have who have spoken. My particular thanks and congratulations go to the noble Baroness, Lady White of Tufnell Park, who made a marvellous first speech, which I am sure will be one of many.
There is...
Yes, my Lords, we are getting towards the end. I thank all noble Lords who have who have spoken. My particular thanks and congratulations go to the noble Baroness, Lady White of Tufnell Park, who made a marvellous first speech, which I am sure will be one of many.
There is...
My Lords, it is a pleasure to follow the noble Lord, Lord Palmer, who, like me, has become a regular on the pensions circuit here. As this debate draws to a close, I thank all noble Lords who have contributed with such seriousness and expertise this afternoon. For my part,...
My Lords, it is a pleasure to follow the noble Lord, Lord Palmer, who, like me, has become a regular on the pensions circuit here. As this debate draws to a close, I thank all noble Lords who have contributed with such seriousness and expertise this afternoon. For my part,...
My Lords, I am grateful for the incredible range of thoughtful and constructive contributions we have heard during today’s debate. I should declare that I am a member of the parliamentary pension scheme; otherwise, I have a private pension.
I am so grateful to have heard the maiden speech of the...
My Lords, I am grateful for the incredible range of thoughtful and constructive contributions we have heard during today’s debate. I should declare that I am a member of the parliamentary pension scheme; otherwise, I have a private pension.
I am so grateful to have heard the maiden speech of the...
The Minister has made a valiant attempt to answer all questions. Can she commit to writing to the noble Lords in this debate on the questions she did not reach, and to that letter reaching us before we start Committee?
The Minister has made a valiant attempt to answer all questions. Can she commit to writing to the noble Lords in this debate on the questions she did not reach, and to that letter reaching us before we start Committee?
This is the last sitting day before we finish. I will look at what I can put in writing before we get to Committee. I have never been asked so many questions in such a short period—and I have talked to church youth groups. I will see what we can...
This is the last sitting day before we finish. I will look at what I can put in writing before we get to Committee. I have never been asked so many questions in such a short period—and I have talked to church youth groups. I will see what we can...
Moved by
Baroness Sherlock
Moved by
Baroness Sherlock
My Lords, I too congratulate the noble Baroness, Lady White of Tufnell Park, who is not in her place, on her excellent and well-informed
contribution. It is a great pleasure to follow the noble Baroness, Lady Hayman, who just made a most interesting and informative speech.
I thank the Minister for...
My Lords, I too congratulate the noble Baroness, Lady White of Tufnell Park, who is not in her place, on her excellent and well-informed
contribution. It is a great pleasure to follow the noble Baroness, Lady Hayman, who just made a most interesting and informative speech.
I thank the Minister for...
Lords second reading. Agreed to on question. Lords motion that the bill be committed to a Grand Committee and instruction on order of clauses to be taken. Agreed to on question.
Lords second reading. Agreed to on question. Lords motion that the bill be committed to a Grand Committee and instruction on order of clauses to be taken. Agreed to on question.