The Pensions Ombudsman announces progress on Operating Model Review

The Pensions Ombudsman, Dominic Harris, has published a blog on the progress he is making with the Operating Model Review (OMR).

One of the principle aims of the OMR is to speed up the resolution of complaints received by making decisions quicker. Over summer 2024, the Pensions Ombudsman trialled expedited decision-making to compare how quickly resolutions could be decided in comparison to the current system.

Expedited decision-making process

The expedited decision-making process works as follows:

• In the first stage, an initial decision will be issued in response to a complaint to all parties. This decision will set out the caseworker's view.
• If a party does not agree with the decision, they can refer the matter to an Ombudsman.
• The Ombudsman will review the matter and issue a final and binding determination if they agree with the decision of the caseworker.
• If this is the outcome, then the parties are given a determination at a much earlier date without going through the adjudication process.

Benefits of the trialled system

This new system is designed to improve customer service and support, and to provide complainants with a resolution as soon as possible. The Determination process has been modelled on summary judgment used by courts. These are interim applications which, if successful, bring a case to an early close.

It is expected that using this system could reduce the waiting time for complainants by as much as 18 months. This comes at a fortuitous time for the Pensions Ombudsman, when the volume of incoming complaints is currently 24 per cent higher than forecast. It will therefore be crucial to find new ways, such as the OMR, to speed up the case review process.