How to avoid the Pensions Ombudsman

The long awaited guide on "How to avoid the Pensions Ombudsman" has now been published by the Pensions Ombudsman. The guide sets out the general principles underlying the Ombudsman's decision-making and uses case studies to illustrate how the principles have been applied in practice.

By setting out guidance the Ombudsman seeks to encourage improvement in the following areas:

• the way schemes communicate with members;

• provision of information to individuals (i.e. quotes and transfer values);

• the general running of the scheme;

• decision making (focusing on the duties and standards and also the administrative principles);

• decisions relating to ill-health retirement applications;

• payment of death benefits;