The Pensions Ombudsman
The Pensions Ombudsman offers assistance in resolving pension complaints and disputes involving occupational and personal pension schemes. They investigate issues between members, beneficiaries, employers, trustees, managers, and scheme administrators. Phone support is available Monday to Friday from 10:00 to 14:00, while LiveChat is accessible from 09:00 to 10:00 and 14:00 to 17:00. Most complaints require prior attempts at resolution with the pension provider or The Pensions Advisory Service (TPAS). Due to limited phone support hours, it is advisable to use LiveChat or email for non-urgent queries. Ensure all necessary documentation is prepared before contacting them.
Updated 15 Dec 2025
Expected outcomes
- Investigate pension complaints
- Resolve pension disputes
- Provide impartial decisions
- Assist with occupational schemes
- Assist with personal schemes
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Formal complaint evidence
- TPAS correspondence
- Pension scheme details
- Nature of complaint
- Supporting documentation
- Case reference number
Known issues
The Pensions Ombudsman faces frequent issues with limited phone support hours, which are only available from 10:00 to 14:00. To address this, users are encouraged to use LiveChat or email for non-urgent queries. Additionally, it is essential to complete all preliminary complaint steps, such as contacting the involved party and possibly TPAS, before reaching out to the Ombudsman. This ensures that the complaint is eligible for investigation and avoids unnecessary delays. Being prepared with all relevant documentation can also help streamline the process.
