Dear Legal Ombudsman,
The Pensions Ombudsman Service has recently confirmed that it will not accept complaints that are referred to it by other Ombudsman services, instead requiring complainants to complete its own complaints form on the basis that the referred complaint is "not valid". It has failed to explain what it means by "not valid", but this refusal is apparently based on its belief that it will otherwise be in breach of data protection legislation.
Clearly, this policy leads directly to additional unnecessary form-filling on the part of the complainant and displays an unacceptable and unhelpful attitude towards the general public as the primary users of its services.
My query to you is "Do you accept complaints referred to you by other Ombudsman services or do you, like the Pensions Ombudsman Service, refuse such referrals and require complainants to complete your own complaints forms even when the referred complaint contains all necessary information for the complaint to be investigated?"
Thank you for your email.
If your request pertains to Subject Access Request under the Data
Protection Act 2018 and the General Data Protection Regulations 2016, we
will process your request within 1 calendar month.
If your request pertains to Freedom of Information request under the
Freedom of Information Act 2000, we will process your request within 20
If additional information is required to process your request, we will
contact you for further details.
Data Protection Team For information on how we handle your personal data,
see our privacy notice. www.legalombudsman.org.uk/privacy This e-mail and
any attachments are confidential and intended solely for the addressee and
may also be privileged or exempt from disclosure under applicable law. If
you are not the addressee, or have received this e-mail in error, please
notify the sender immediately, delete it from your system and do not copy,
disclose or otherwise act upon any part of this e-mail or its attachments.
Internet communications are not guaranteed to be secure or virus-free. The
Legal Ombudsman does not accept responsibility for any loss arising from
unauthorised access to, or interference with, any Internet communications
by any third party, or from the transmission of any viruses. Replies to
this e-mail may be monitored by the Legal Ombudsman for operational or
Dear R M Crorie
I refer to your request, please find the attached.
Information Governance Officer
Email: [email address]
We work to defend the right to FOI for everyone
Help us protect your right to hold public authorities to account. Donate and support our work.Donate Now