Scottish Widows Personal Pension Plan (PO-6789)

Ombudsman’s Determination

Outcome

I do not uphold Ms S’ complaint and no further action is required by Scottish Widows.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Ms S’ substantive complaint against Scottish Widows is that the cash equivalent value (CEV) of her ex‑husband’s annuity, resulting from the pension sharing order (PSO), is 7% lower due to Scottish Widows misinterpreting that both parts of her ex‑husband’s policy were subject to the Gender Directive.  Also, she has complained about an administrative error informing her that the CEV was almost £100,000 less than the correct value.