Hornbuckle SIPP (PO-14534)

Ombudsman’s Determination

Outcome

Mrs N’s complaint is upheld and to put matters right Hornbuckle should pay Mrs N £500 for distress and inconvenience caused and pay into the SIPP’s bank account £1,676.65 plus reimburse any of its own charges that may have been claimed in respect of processing Mrs N’s transfer request.

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

Complaint summary

Mrs N’s complaint against Hornbuckle is that she does not believe it has adequately performed its duties as independent trustee and scheme administrator to her SIPP. She also complains about the fees which have been taken.