National Employment Savings Trust (PO-18857)

Ombudsman’s Determination

Outcome

I do not uphold Mr L’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 L says Nest unreasonably delayed claiming tax relief on his pension contribution of £500. Although Nest has made good the financial loss, it delayed the process and failed to provide a satisfactory explanation for the delay. Nest then mismanaged his subsequent enquiries and complaint. He has not been compensated for the mistakes made.