Hornbuckle Mitchell SIPP (PO-10092 and PO-10093)

Ombudsman’s Determination

Outcome

I do not uphold Mr and Mrs E’s complaint and no further action is required by Hornbuckle.

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

Complaint summary

Mr and Mrs E have complained about: –

• Hornbuckle’s failure to communicate the new fees that applied to their Scheme and fees taken from the Scheme bank account without authorisation.
• Failure to provide a breakdown of fees applied to the Scheme.
• Delay in requesting a quotation from Bluefin, Hornbuckle’s block insurance broker.
• Hornbuckle’s failure to monitor the loan account adequately and the fees they have been charged.
• The Property Sale Fee of £700.00 plus VAT that was applied in respect of the sale of the property of which they were unaware