SSD Pension 04563 (PO-17287)

Ombudsman’s Determination

Outcome

I do not uphold Miss O’s complaint and no further action is required by James Hay.

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

Complaint summary

Miss O has complained about a number of administrative errors on the part of James Hay, and the delays in completing a transfer-out of the Scheme which she says has caused a financial loss.

Miss O says she has been served with duplicate invoices, and funds have been inappropriately withdrawn from the Scheme. Further, she says that James Hay failed to provide information in a timely manner, and deliberately attempted to mislead her.