Alternative Pension Plan (PO-18157)

Ombudsman’s Determination

Outcome

Ms R’s complaint is upheld and to put matters right Mr White shall within 14 days provide proof of the investment in the Bitcoin Store or confirm the location and value of Ms R’s original investment. Mr White shall also pay Ms R £3,000 in recognition of the exceptional distress and inconvenience she has suffered.

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

Complaint summary

Ms R has complained that the Trustee has failed to provide her with an adequate explanation of what has happened to the investments she made through the Plan and what her retirement options are. She wants to know what her pension entitlement is and compensation for the distress she has suffered.