Pensions Ombudsman plan to launch online complaints portal

10 October 2019

In the Corporate Plan for 2019-2022, the Pensions Ombudsman have advised of their intention to provide a complaints portal in order to streamline the current complaints process and to reduce the timescales associated with the creation, escalation and resolution of pension-related grievances.


The document outlines how new technology will enable people to easily upload documents that are relevant to their case and that there will be a new tracking feature so that individuals will be able to monitor their complaint in a simple and efficient manner which will also manage their expectations in terms of when they can expect to receive a response.


The ombudsman recognises that the new developments will require significant IT input and have stated that they will continue investing in a high calibre of staff to assist with the smooth implementation of new online services.



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