At present individuals can approach both TPO and TPAS for help when dealing with a pension complaint. TPAS tends to focus on complaints before the pension scheme’s internal dispute resolution procedure (IDRP) has been completed, while TPO typically deals with complaints that have been through IDRP.

From April, individuals will be able to access all pension dispute resolution, previously handled by two services, whether pre or post IDRP, in one place. TPAS will continue to focus on providing pension information and guidance, and will become an integral part of the new single financial guidance body responsible for delivering debt advice, money and pensions guidance.

Anthony Arter, the pensions ombudsman said: ’We have been working with TPAS to create one centre for the resolution of pension disputes helping to ensure a simpler and quicker customer journey.

‘I am delighted to welcome the dispute resolution team and its network of volunteers to TPO. We have worked with the team for many years and recognise the excellent customer service which they deliver.’

Guy Opperman, minister for pensions and financial inclusion, said: ’Confidence in private pensions is key to delivering our commitment of greater financial security for everyone in retirement. Whilst the planned single financial guidance body will ensure that financial guidance is open to everyone, at the same time it is essential that savers are clear on who to speak to if they have any complaints over their pension schemes.’

Law firm Pinsent Masons said that the change would simplify the dispute resolution process for consumers, and would also benefit scheme employers and trustees. Member complaints will be likely to be resolved more quickly and efficiently, reducing the amount of time being spent on processing and responding to member complaints by scheme secretaries and, in some cases, legal advisers. This will reduce costs for the trustees and employer concerned.

Hayley Goldstone of Pinsent Masons said: ‘Currently, when something goes wrong there are several procedural hoops that scheme members have to go through - making the process complicated and time-consuming and, for some, probably off-putting.

‘It seems a very sensible plan to simplify the process so that members can access pension dispute resolution in one place and trimming the “red tape” should get members a quicker outcome.’

Report Pat Sweet