Committee publication · Correspondence · 24 February 2026

Letter from Paula Sussex, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on the Government’s decision in response to PHSO's Women’s State Pension Age Investigation report, dated 13.2.26

From: Public Administration and Constitutional Affairs Committee

Inquiry: The work and performance of the Parliamentary and Health Service Ombudsman

Summary

Paula Sussex, Ombudsman, writes to the PACAC chair following the Government's response to the PHSO's Women's State Pension Age Investigation report. She welcomes the Department's acceptance of maladministration findings and apology, but expresses disappointment at qualified acceptance, rejection of remedy recommendations, and lack of pre-statement engagement. She invites Parliament to scrutinise whether the Government has adequately addressed identified failings.

Key findings

Government accepted the PHSO's finding of maladministration and issued an apology, but with qualifications the Ombudsman views as mischaracterising the report's findings on the effect of delayed letters to affected women.
Government rejected the PHSO's recommendations on remedy, a decision the Ombudsman disputes and believes Parliament should scrutinise.
PHSO had no pre-statement engagement with the Department despite the issue's significance for affected women, indicating a process failure.
The Ombudsman has written to the Work and Pensions Select Committee chair offering support for further scrutiny of the Government's response and Action Plan implementation.
The situation highlights broader systemic concerns about Parliamentary oversight mechanisms and PHSO's role when government non-compliance occurs, risking unresolved complaints and damaged public trust.

Tone

Critical

Topics

ombudsman-accountabilitypensions-policyadministrative-justiceparliamentary-scrutinygovernment-compliance

Key actors

Paula Sussex, Parliamentary and Health Service Ombudsman (PHSO), Secretary of State, Simon Hoare, Public Administration and Constitutional Affairs Committee, Debbie Abrahams, Work and Pensions Select Committee

Notable line

“It is for Parliament to decide whether the Government has gone far enough to address the failings we have identified …”

Key Quotes

“I welcome the Department's acceptance of our finding of maladministration and the apology from the Secretary of State.”
— Paula Sussex · On the Government's response to the PHSO investigation

“I am also disappointed with the Government's decision not to accept our recommendations in respect to remedy …”
— Paula Sussex · Criticising the Government's position and process

“… my Office does not have powers to compel the Government to act on our recommendations.”
— Paula Sussex · On the limits of ombudsman authority and Parliament's role in scrutiny

“These situations are rare but, when they do occur, they can leave complaints unresolved and damage public trust.”
— Paula Sussex · On the risks of government non-compliance with ombudsman recommendations

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Source · parliament.uk record ↗