Scottish Widows Group Personal Pension (PO-14809)

Ombudsman’s Determination

Outcome

I do not uphold Mr N’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

Mr N’s complaint about Scottish Widows is that he received annual benefit statements for a second pension policy, which gave him the reasonable expectation that he had two policies with Scottish Widows. Mr N says he made retirement plans, purchased a caravan and renovated his kitchen in anticipation of receiving a lump sum of 25% from each policy.