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Friends Life Personal Pension Plan (PO-17643)

Complainant: Mr Y
Complaint Topic: Transfers: general
Ref: PO-17643
Outcome: Upheld
Respondent: Friends Life and Pensions Limited
Type: Pension complaint or dispute

Ombudsman’s Determination


Mr Y’s complaint is upheld and Friends Life shall pay him £500 in respect of distress and inconvenience.

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

Complaint summary

Mr Y has complained that Friends Life did not complete his transfer as requested. This resulted in a financial loss, which Friends Life have now calculated and paid into the Plan. Mr Y does not agree with the amount offered by Friends Life in acknowledgement of non-financial injustice.

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