On the go: The Parliamentary and Health Service Ombudsman has found evidence of “maladministration” in the Department for Work and Pensions’ communication about changes in women’s state pension and in its complaints handling.
In its findings for stage two of the investigation, published in December, the ombudsman detailed that there was maladministration in the DWP’s communication about national insurance-qualifying years.
It noted that there was no maladministration in the Independent Case Examiner’s complaint handling.
The ombudsman also said that the DWP’s complaint handling did not lead to all the injustices claimed.
This follows on from stage one of the ombudsman’s investigation, which in 2021 found that between 1995 and 2004, the DWP’s communication of changes to the state pension age reflected the standards it would expect it to meet.
However, in 2005, the DWP “failed to make a reasonable decision about targeting information” to the women affected by these changes, which the ombudsman said was maladministration.
In 2006, the DWP proposed writing to women individually to tell them about changes to the state pension age, but it failed to act promptly, which the ombudsman also labelled as maladministration.
The PHSO said it is now considering what action it thinks the DWP should take to “remedy the injustice” it has found, as it enters into the third and final stage of the investigation.
“We have shared our provisional views about stage three with complainants, their MPs and the DWP,” it wrote.
“They now have an opportunity to provide comments about stage three.”
Once the ombudsman has considered any further evidence it receives, it will publish the report into the findings of stage two and stage three at the same time.
A DWP spokesperson said: “The government decided over 25 years ago that it was going to make the state pension age the same for men and women.
“Both the High Court and Court of Appeal have supported the actions of the DWP, under successive governments dating back to 1995, and the Supreme Court refused the claimants permission to appeal.”
The 1995 Pensions Act and subsequent legislation raised the state pension age for women born on or after April 6 1950.
Women complained that the DWP did not adequately communicate these changes and that they have experienced financial loss and a negative impact on their health, emotional wellbeing or home life as a result.
They also complained that they suffered financial loss due to the DWP inadequately communicating how many national insurance-qualifying years they need for a full state pension.
The ombudsman said: “[The women] told us that the DWP’s and ICE’s handling of their complaints about these issues had a negative effect on their emotional well-being.
“We have received a significant number of similar complaints since we first proposed to investigate.
“Our review of the complaints shows that they relate to the same key issues. For that reason, we are not accepting any new complaints about these issues at present.”
The ombudsman is investigating six sample complaints that reflect the range of issues complained about.
“We will ask the DWP to apply any recommendations to everyone who has been similarly affected by failings we identify,” it said.
The ombudsman aims to conclude the full investigation within the first three months of 2023.
This article first appeared on FTAdviser.com
