Pensions Ombudsman publishes annual report and accounts 2024 to 2025

The Pensions Ombudsman has published its Annual Report and Accounts 2024 to 2025, revealing that following the implementation of its Operating Model Review programme, the Ombudsman has closed more cases than ever before.

According to the report, the Ombudsman resolved 9,435 pension complaints in 2024/25 compared to 6,634 in 2023/24, representing a 42 per cent increase for the year. 

Demand for the Ombudsman’s services rose by 39 per cent compared to 2023/24. Pensions Ombudsman Dominic Harris commented: “With the challenges of both a historical backlog of cases and surging demand for our important service, we recognised the need to take action — and we did that by successfully planning and implementing our Operating Model Review in short order... There is still more to do to reduce waiting times for our customers, but we have solid foundations to build upon as we consider our strategy for the next three years.”