Pensions Advisory Service’s dispute resolution moves to Pensions Ombudsman
15 February 2018
From 1 April 2018 customers will be able to access all pension dispute resolution, previously handled by two services, in one place through The Pensions Ombudsman.
The move includes the transfer of The Pensions Advisory Service’s (TPAS) dispute resolution team and volunteer network of over 350 advisers to The Pensions Ombudsman (TPO).
At present customers can approach both TPO and TPAS for help when dealing with a pension complaint. TPAS tends to focus on complaints before the pension scheme’s internal dispute resolution procedure (IDRP) has been completed, while TPO typically deals with complaints that have been through IDRP.
The transfer will simplify the customer journey. Customers will be able to access all pension dispute resolution, previously handled by two services, whether pre or post IDRP, in one place. This will lead to a smoother customer journey and improved complaint handling. TPAS will continue to focus on providing pension information and guidance, and will become an integral part of the new single financial guidance body.
TPO and TPAS will update their signposting to the public and pensions industry to reflect the services provided by each organisation. Pension schemes and providers will be given information to enable them to make the necessary changes to their signposting.
Read the full press release from TPAS