Friends Life Personal Pension Plan (PO-14924)

Ombudsman’s Determination

Outcome

I do not uphold Mrs R’s complaint and no further action is required by Friends Life.

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

Complaint summary

Mrs R has complained that during a call with Friends Life on 9 September 2015, she was given incorrect information regarding the date at which she would be able to claim her benefits from the Plan.

Mrs R says that she was led to believe that she would be able to claim her benefits from the Plan when she reached age 50, in May 2016. On that basis, she booked an expensive family holiday for the following year to be paid for with her pension benefits. Mrs R was later informed that, due to a change in legislation, she was not eligible to claim her pension benefits until May 2021, at age 55.