Everything about calling The Pensions Ombudsman from abroad
What the Pensions Ombudsman does
The Pensions Ombudsman says it is an independent organisation set up by law, combining the Pensions Ombudsman and the Pension Protection Fund Ombudsman, and that its service is free to access. You can bring a complaint if you are, or used to be, a member of a pension scheme, or are entitled to benefits from someone else's pension, for example after a divorce or the death of a member. It looks at occupational schemes set up by an employer, personal pensions, and decisions of the Pension Protection Fund or the Financial Assistance Scheme. It can help where a scheme took too long, failed to do something, did not follow its own rules or the law, or gave incorrect information. Its decisions are legally binding, so you must be 18 or over to complain.
Complain to the scheme first
You need to have completed a formal complaint process before you bring your complaint to the ombudsman. For a workplace scheme, that is usually the Internal Dispute Resolution Procedure, often in two stages, and the ombudsman says each stage can generally take up to four months. In most cases you then have three years from the event, or from when you became aware of the problem, to come to the ombudsman. Some subjects go elsewhere: the State Pension to the Department for Work and Pensions, tracing a lost pension to the Pension Tracing Service, and mis-selling or advice to the Financial Ombudsman Service.
If you live abroad
For members living abroad, the ombudsman's page on overseas schemes says:
Calling 0800 917 4487 from abroad
0800 917 4487 is a UK 0800 number. To call from abroad, the ombudsman gives +44 20 7630 2200. If your complaint already has a caseworker, their contact details are on their emails or letters.
What Losali does with this line
Losali is an independent dialler that works in a web browser. Your call travels over the internet and Losali's telecom carrier connects it to 0800 917 4487 in the UK, so the network you are on only carries data. There is no app to install and no UK SIM card to buy. You need a browser, a microphone and a stable connection.
- Your scheme reference number, payroll number or National Insurance number, which the ombudsman lists for the letter that starts a formal complaint.
- The scheme's final response to your formal complaint.
- The dates: the ombudsman's usual limit is three years.
Other ways in
Complaints are made through an online application in three stages: a guide, a check of whether the ombudsman can likely help, and the form. It says to allow at least 30 minutes, with a three-hour maximum, and a separate process covers the Pension Protection Fund and the Financial Assistance Scheme. You can also email the ombudsman. Its office address, shown on its website, is 10 South Colonnade, Canary Wharf, E14 4PU. A family member or friend can act as your representative, and you do not need a solicitor or claims management company.
What kind of number is this?
Freephone 0800 / 0808. Free to call from inside the UK. Losali shows the price before the call starts.