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The Pensions Ombudsman and PPF Ombudsman Annual Report 2023-2024 reveals a challenging year, with case closures dropping from 7,784 to 6,634 due to a cyber incident, recruitment difficulties, and a rise in complex cases, impacting operational efficiency under Dominic Harris's leadership.
The Pensions Ombudsman and PPF Ombudsman Annual Report and
Accounts 2023 to 2024 has been published. The report marks the first full
year in post as Ombudsman for Dominic Harris.
The report highlights a challenging year for Pensions Ombudsman
following the cyber incident that was discovered in June 2023. As a
result of these challenges, the Ombudsman was not able to repeat
the success of the previous year in closing more cases than it
received.
The report reveals that the number of closures reduced from
7,784 in 2022/23 to 6,634 in 2023/24 as a result of the impact of
the cyber incident, as well as market challenges in recruiting and
retaining skilled staff on fixed-term contracts commensurate with
the Ombudsman's funding model, and an increase in the number of
complex cases that remain in its historical caseload.
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