Pensions Ombudsman: Standards
2026-05-13 · Department for Work and Pensions · 1317 · Official question
Question
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.
Answer
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 ...