Re-Assure Wealth Plan (PO-25111)

Complainant: Ms D

Complaint Topic: Misquote/misinformation

Ref: PO-25111

Outcome: Not upheld

Respondent: Re-Assure Ltd (Re-Assure)

Type: Pension complaint or dispute

Date: 24 January 2019

Ombudsman’s Determination

I do not uphold Ms D’s complaint and no further action is required by Re-Assure.
My reasons for reaching this decision are explained in more detail below.

Ms D is complaining that Re-Assure will only allow her to flexibly access her benefits in the Plan, if she transfers to a new retirement account even though she will lose a loyalty bonus (Loyalty Bonus) payable up to retirement, if she transfers.
She is also complaining that Re-Assure continually failed to provide sufficiently clear information to enable her to make an informed decision about her pension options.

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