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What we do

Join the team – About Us

We have a team of over 100 people who deal with enquiries, decide whether we can look at a complaint, investigate complaints and ensure the organisation is well run.

In addition, we have a volunteer network of over 200 pension professionals who help us resolve complaints and disputes at an early stage. The Pensions Ombudsman combines in one organisation the Pensions Ombudsman and the Pension Protection Fund Ombudsman. Our primary function is handling pension complaints and disputes. We act impartially and our service is free.

Search Vacancies Apply to become a volunteer

Our Location

Our office is located at 10 South Colonnade, Canary Wharf, London E14 4PU. The TPO office is modern and spacious with its own kitchen area. In addition our staff have access to shared facilities throughout the building, which normally includes a subsidised restaurant and a number of coffee shops. In addition there are many food outlets and supermarkets close by.

Those who enjoy socialising after work are spoilt for choice, with many bars and restaurants within a few minutes’ walk.

The office is readily accessible by public transport, within easy reach of both Canary Wharf’s underground and DLR stations, the bus network and the river bus.

We recognise that staff will often be balancing personal commitments with work. We adopted a hybrid-working model in 2018, with all staff having the opportunity to work some days from home and/or work flexi-time. In addition to our hybrid-working model, we are happy to consider a range of flexible working requests including part-time hours, compressed hours and job-shares. We will facilitate those requests where we can, irrespective of the grade of the post.

We take the views of our staff seriously and recognise the importance of providing different ways for staff to be involved with what is happening in the organisation. In addition to the important role of our team leaders engaging with their teams, we have a monthly catch up between the executive team and all staff, a Staff Communications Forum, Diversity and Inclusion Group and encourage staff to join our recognised trade union, the PCS.

We want all staff to feel that they are developing in a way that is right for them and you will be encouraged to take ownership of your own development. Your manager will help you to understand what you need to improve in your role and ensure that you have access to sources of knowledge and skills training. If you have the objective to move on in your career, we will work with you to explore how that can be achieved. This may be through increasing your professional knowledge base, working with other teams on project work or participating in one of our formal programmes such as the Aspiring Managers course.

If a health condition means that you need some changes to your working arrangements, we will make what are known as ‘reasonable adjustments’. Usually we ask our Occupational Health advisers to discuss your needs with you or alternatively will engage with Access to Work to assess needs. We are accredited as a Disability Confident employer, which means that if you have a disability you will be guaranteed an interview if you meet the minimum criteria for the role.

Women answering calls, call centre
Women answering calls, call centre


In addition to your salary and flexible working arrangements, we provide a range of benefits

Our Staff’s Perspective

Don’t take our word for it, see what our staff have to say