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On October 10, 2024, the Pensions Ombudsman published a blog for "Ombuds Day" to raise awareness of its services. The Ombudsman emphasized the legally binding nature of its decisions, increasing demand for its services, and the complexity of complaints. To address longer wait times, it initiated an Operating Model Review aimed at improving efficiency by 25% over three years. New factsheets were also released, detailing complaint investigation processes, the role of the Resolution Team, and gui
with readers working within the Retail & Leisure industries
On October 10, 2024, the Pensions Ombudsman published a blog marking "Ombuds Day", as an
opportunity to raise awareness and understanding of Ombudsman
services.
The blog outlines that Ombudsman decisions are legally binding,
the Ombudsman can make unlimited awards, and that it encourages
resolution through local dispute handling processes wherever
possible, before the need arises for its involvement.
The blog notes that demand for the Ombudsman's service has
increased and the types of complaints dealt with has become more
complex.
In response to longer waiting times, the Ombudsman launched its
Operating Model Review at the start of 2024. This aims to deliver a
25 per cent improvement in efficiency across the organisation over
the next three years, with a specific focus on reducing waiting
times.
Several new factsheets were published in October:
How we investigate complaints setting out
information on what happens when a complaint is received and the
steps the Ombudsman takes.
The Resolution Team which explains what it is,
how it operates and options the parties to a complaint have.
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