Esitran Personal Pension Plan (PO-15570)

Ombudsman’s Determination

Mr N’s complaint against Zurich is partly upheld, but there is a part of the complaint I do not agree with. To put matters right for the part that is upheld, Zurich should pay Mr N £500 for the significant non-financial injustice which he has suffered.

Outcome

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

Complaint summary

Mr N complains that Zurich, the Plan’s administrator, paid him a tax free cash lump sum in November 2016 of £6.064.52 which was considerably lower than the amount previously quoted to him in July 2016 of £14,913.52. He contends that he had relied on the incorrect higher figure to his financial detriment and should be compensated accordingly by Zurich.