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The Pensions Ombudsman has released a new page on their website to guide schemes in how to give a better service for customers. This includes ‘top tips’, links to case studies, key Determinations, and new frequently asked questions.
“Most complaints are about the way in which administration is conducted regardless of the topic area,” says Pensions Ombudsman Anthony Arter. “Communication is key to resolving complaints at source, rather than the complaint being escalated to TPO.”
Over the last three years, TPO has seen an increase in demand which is expected this to continue with a 10% increase forecast for 2021/22 and 2022/23. The high demand is due to various factors, Arter says: “Changes in the pensions landscape such as pension freedoms and auto enrolment, along with the uncertainty of the economic impact of the Covid pandemic on people’s financial circumstances will contribute to these increases.”
TPO had their first stakeholder survey in September 2020 designed to get feedback and input from their key stakeholders. As part of this, TPO has improved the information and resources on the website to make it even more useful and relevant.
