Pensions Ombudsman: Standards
The question
To ask the Secretary of State for Work and Pensions, what data his Department holds on average waiting times for (a) cases to be assigned and (b) decisions by the Pensions Ombudsman.
Answered by Torsten Bell
The Department does not centrally publish formal averages for case allocation or final decisions by the Pensions Ombudsman (TPO). However, TPO’s latest performance updates indicate that waiting times remain significant due to sustained demand. Recent data shows cases can wait around 15 months to be allocated at assessment stage and up to 18 months for adjudication in more complex cases.
For all closures delivered in 2025/26 the average length of time from case creation to closure was 8 months.
The Department is working closely with TPO, including providing additional funding and supporting its Operating Model Review programme, to improve efficiency and reduce waiting times.
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