Sal Pension Scheme (PO-17038)

Ombudsman’s Determination

Outcome

I do not uphold Mrs S’ complaint, and no further action is required by the Trustee or WTW.

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

Complaint summary

Mrs S complains about the delays and lack of communication she experienced with her transfer request, as well as misinformation which she says WTW provided. Based on the information she received, Mrs S booked a holiday and paid a deposit for this. However, due to delays, the transfer did not take place on time and Mrs S lost the deposit, the value of which she would like to be refunded.