Source · Select Committees · Public Accounts Committee
Recommendation 13
13
Deferred
Accessible ombudsman services are essential for people to pursue independent, affordable routes of appeal.
Conclusion
It is a fundamental right that people should have appropriate and accessible routes of appeal. Actions by government bodies are in principle subject to judicial review through the courts, but this is an expensive process.25 Ombudsman services provide a way for people to seek independent review of their complaints without the cost of pursuing action through the courts. They are independent statutory organisations set up to make final decisions on complaints that cannot be resolved. Where they make a decision in favour of the complainant, they can typically award or recommend redress.26
Government Response Summary
The government agrees with the recommendation and will conduct an independent review of The Pensions Ombudsman in Autumn 2024, noting the department can request consideration of other relevant areas during this review.
Government Response
Deferred
HM Government
Deferred
3.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2024. 3.2 The Pensions Ombudsman (TPO) is scheduled to have its independent arm’s-length body (ALB) review in 2024, as part of the Cabinet Office review programme and in accordance with the Partnership Code of Good Practice. The aim of the review is to provide a robust challenge on the governance, accountability, efficacy, and efficiency of the ALB. The department can, in addition, request that the independent reviewer considers other areas that would benefit from their consideration. The review will be led by an independent reviewer appointed by the Secretary of State for Work and Pensions. The reviewer will report to the Secretary of State and be supported during the Review process by the department. 3.3 TPO currently has significant powers to deal with complaints of maladministration and disputes of fact or law. TPO’s current time limits give the Ombudsman a wide level of discretion, subject to the Limitation Act 1980 restrictions. It should be noted that the Limitation Act 1980 is distinct from TPO’s own time limit statutory framework and affects all types of civil proceedings, not just those that relate to pensions.