Customer journey focus for TPO amid financial pressures

Pensions ombudsman expects continued growth in demand to collide with case backlog

James Phillips
clock • 3 min read
Anthony Arter is the pensions ombudsman
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Anthony Arter is the pensions ombudsman

The Pensions Ombudsman (TPO) has highlighted a “need to do more with less” as it expects an increase in demand for its services while facing a “challenging financial situation”.

In its 2021-2024 corporate plan, published yesterday (23 August), the independent adjudication service set out a desire to improve the customer journey, particularly focusing on times, but while also "realising...

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