FOI reference - FOI-383
Date - 11 June 2025
Request
- What is the average time a saver has to wait to switch their pension?
- How many complaints are you receiving each quarter so far in 2025 on pension transfer delays?
- How does this compare to each quarter for 2024 and 2023?
Response
I confirm that we hold information you have requested. However, some of the information you have requested is exempt from disclosure.
With regard to the first point in your request – the average time a saver has to wait to switch their pension. I can confirm we hold information about subject. However, section 21 of the FoIA exempts its disclosure as this is already available in the public domain and accessible to you. Please find details of how this information can be accessed in the ‘Help and Advice’ section below.
Moving to the second point – how many complaints TPR received, per quarter, in 2025 about pension transfer delays. Our complaint process considers external complaints we receive about TPR’s services, our staff actions and their conduct. In the 2025/26 financial year to date TPR has received no complaints about pension transfer delays which can be considered under our complaints process.
Finally, to address the third point - the number of complaints TPR received about pension transfer delays, per quarter, in 2023 and 2024. In the financial year 2024/25, TPR received two complaints about pension transfer delays, these were received in quarters 2 and 3 respectively.
Help and Advice
TPR’s complaints process
TPR was notified of thirty three other concerns about pension transfer delays which could not be reviewed under our complaints process between 1 April 2023 to 11 June 2025. In all instances we signposted the person who contacted us either to our Customer Support Team or to the Pensions Ombudsman.
Previously published information
Please find a link below to TPR’s 2023 Administration Survey. The survey reviews the average timescales in which savers are able to switch their pensions:
I would particularly highlight the information in Table 3.7.2, on page 47 of the survey, which states:
“Table 3.7.2 shows that DB transfers appear to take longer than DC ones, with means of 52 days and 31 days respectively (and medians of 30 days and 18 days). The analysis also suggests that complex transfers take longer to process than simple ones, although these results are based on only a small number of respondents who distinguished between complex and simple transfers in their records (16 for DB transfers and 10 for DC transfers).”
Our website also offers information about dealing with transfer requests, stating:
“Most transfer requests are likely to be straightforward and you should be able to complete them well before the statutory six-month deadline. A minority of cases will require more investigation and you should consider what steps you can take to ensure that you complete the transfer within the statutory timeframe.”
Pensions Ombudsman
You may also wish to refer your request to the Pensions Ombudsman, who may be able to assist.