NEST (PO-16546)

Ombudsman’s Determination

Outcome

I do not uphold Mr H’s complaint and no further action is required by NEST.

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

Complaint summary

Mr H has complained that NEST failed to provide information about the restrictions on his ability to opt-out of the Scheme when he was auto-enrolled in July 2013. He subsequently missed the opt-out deadline, and only found out recently that he was unable to transfer his pension to another provider until age 55.

Mr H has also complained about NEST’s delay in dealing with his complaint under its Internal Dispute Resolution Procedure (IDRP), following his request in January 2016.