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Accessibility Statement

This accessibility statement applies to The Pensions Ombudsman website www.pensions-ombudsman.org.uk.

This website is run by The Pensions Ombudsman, we want as many people as possible to be able to use this website. For example, that means you should be able to:

  • change colours, contrast levels and fonts using browser or device settings

  • zoom in up to 400% without the text spilling off the screen

  • navigate most of the website using a keyboard or speech recognition software

  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible:

  • some users may experience difficulties navigating menus and page content using a keyboard or screen reader
  • some pages do not have sufficient colour contrast which makes it difficult to see the content properly for people with a visual impairment.

Feedback and contact information

If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact:

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille:

We will consider your request and get back to you within 5 working days.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Technical information about this website’s accessibility

The Pensions Ombudsman is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website has been tested against the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.

This website is partially compliant with the Web Content Accessibility Guidelines version 2.2 AA standard, due to the non-compliances listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

Navigation and accessing information

Some users cannot reliably navigate content on the page from the top-level navigation without accessing the drop-down menu; This is because not all content is listed on some pages which means users who cannot or do not want to access the drop-down menu will struggle to navigate the page. This fails WCAG 3.2.3 success criterion (Consistent Navigation) 


This issue will be rectified as part of ongoing improvement works to the website which will now be completed by 30 June 2026. 

Content that’s not within the scope of the accessibility regulations

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. For example, we do not plan to fix previous Decisions uploaded before 23 September 2018.

Any new PDFs or Word documents we publish will meet accessibility standards.

What we’re doing to improve accessibility

We are committed to improving the accessibility of this website.

A full accessibility audit of The Pensions Ombudsman website was carried out by CIVIC UK in December 2025.

The issues identified during this audit have been resolved apart from the outstanding issues listed in this accessibility statement. As part of ongoing improvement works to our website, these issues will be resolved by 30 June 2026.

Accessibility improvements are being addressed as part of ongoing design, development, and content work to ensure the website continues to meet the needs of all users.

Preparation of this accessibility statement

This statement was prepared on 30 January 2026.
It was last reviewed on 29 May 2026.

This website was last tested in October 2025 against the WCAG 2.2 AA standard.

The test was carried out by CIVIC, an independent accessibility consultancy, using a combination of automated testing and manual testing with assistive technologies.

You can request a copy of the full accessibility audit report.