Davies Implements Ltd Self-Administered Scheme (PO-15024)

Ombudsman’s Determination

Outcome

Mr S’ complaint against Friends Life is partly upheld, but there is a part of the complaint I do not agree with. To put matters right for the part that should be upheld Friends Life should pay total compensation of £1,000.

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

Complaint summary

Mr S has complained that Friends Life could not initially trace the Scheme, and that as a consequence of this he received no information regarding his potential retirement benefits.

Mr S has highlighted the lack of information from “December 2014 to June 2016” to have been of significant inconvenience as he was unable to make adequate “pensions, tax and succession” decisions.