National Employment Savings Trust (PO-22225)

Ombudsman’s Determination

Outcome

Mr D’s complaint against NEST is partly upheld, but there is a part of the complaint I do not agree with. To put matters right for the part that is upheld, NEST shall pay Mr D £500 for the significant distress and inconvenience caused.

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

Complaint summary

Mr D’s complaint against NEST is that: it failed to carry out his instruction to transfer his benefits to Friends Life; switched investment funds without his authority; provided incomplete and unclear information; and caused a delay when it finally transferred his benefits.