Section 10(3) Special Report
Partially Accepted
Not Complied
Women's State Pension age: our findings on injustice and associated issues
Investigation into DWP's communication of state pension age changes to women born in the 1950s. Found maladministration in a 28-month delay in writing to affected women. Laid before Parliament under s10(3) because PHSO anticipated DWP would not comply. Government rejected compensation recommendations twice (Dec 2024, Jan 2026) but accepted the apology and some service improvements.
5 recommendations
5 with response
Recommendations
Department for Work and Pensions
Rec 1
Accepted
We would have recommended DWP acknowledges the maladministration we have found and apologises for the impact it has had on complainants and others similarly affected.
Government accepted:
Government accepted this recommendation. Secretary of State Liz Kendall apologised on 17 December 2024 for DWP's failure to act on research in 2005 and the resulting 28-month delay in beginning direct mail to affected women.
17 December 2024
Department for Work and Pensions
Rec 2
Rejected
We have explained our thinking about where on our severity of injustice scale the sample complainants' injustice sits. We would have recommended they are paid compensation at level 4 of the scale.
Government rejected:
Government rejected this recommendation on 17 December 2024. Decision reaffirmed on 29 January 2026 after retaking the decision following new evidence (a 2007 DWP research report). Government cited evidence that most women were already aware of changes and that unsolicited letters have negligible impact on pension knowledge.
17 December 2024
Department for Work and Pensions
Rec 3
Rejected
Our Principles for Remedy say public bodies should offer remedies, where appropriate, to others who have suffered injustice as a result of the same maladministration. We would have recommended DWP provides a remedy for others who have suffered injustice because of the maladministration we have identified.
Government rejected:
Government rejected wider compensation on 17 December 2024. Estimated cost of compensating all women born in the 1950s at level 4 would be between £3.5 billion and £10.5 billion. Decision reaffirmed 29 January 2026.
17 December 2024
Department for Work and Pensions
Rec 4
Rejected
We did not find that the sample complainants suffered an unremedied injustice because of maladministration in DWP's communication about the number of National Insurance qualifying years needed for a full State Pension. But it is possible others have lost opportunities to add qualifying years to their National Insurance record. We would have recommended DWP provides remedy in line with our severity of injustice scale for anyone who can show they lost opportunities to add to their National Insurance record.
Government rejected:
Rejected as part of wider compensation decision, 17 December 2024.
17 December 2024
Parliament
Rec 5
Partially Accepted
Given what our Principles, DWP's own guidance and HM Treasury's guidance say, Parliament may want to take steps to make sure DWP is held to account to demonstrate continuous improvement in the service it provides.
Partially accepted:
Government committed to an action plan with the Ombudsman, clear notice for future pension age changes, and a modern communication strategy. However, the broader accountability measures sought by PHSO were not implemented.
17 December 2024