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LH Group Holdings Limited Pension Scheme (PO-21899)

Complainant: Mr M
Ref: PO-21899
Outcome: Not upheld
Respondent: Aviva

Ombudsman’s Determination


I do not uphold Mr M’s complaint and no further action is required by Aviva.

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

Complaint summary

Mr M complains that Aviva provided incorrect information in its retirement options pack (ROP) from 2014. The ROP indicated that Mr M would be able to take 100% of his current fund value at the time, being £31,330.27, as tax-free cash. On this basis, Mr M increased his pension contributions thinking that he would have a larger tax- free lump sum when he came to retire. Mr M would like Aviva to honour the illustration and to recognise the distress and inconvenience it caused.


View determination


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