Pensions Ombudsman’s blog provides update on operating model review

The Ombudsman has published a blog which reflects on the success of the operating model review improvement programme in its first year and examines the key focus for the year ahead.

Results from the first year of the programme are judged to have been “excellent”, with a record volume of complaints concluded during the year.

The blog also outlines the priorities for the programme in 2025/26, which include:

• Expanding its pensions experience to identify and resolve complaints much earlier in the processes.
• Increasing the use of expedited Determinations throughout the entire organisation.
• Focusing efforts on the large cohort of complex cases that have built up within its caseload.

On the challenges of caseload and the growing volumes of Ombudsman complaints, the blog says the aim is to continue to increase operational efficiency, with an aim of achieving a further four per cent year-on-year improvement target for 2025/26.

The Ombudsman will also work with the DWP to find a long-term solution to its existing funding gap.