Aviva Staff Pension Scheme (PO-25673)

Ombudsman’s Determination

Complaint summary

Mr T has complained that the Trustees have refused to commute all, or part, of his pension for a Tax Free Cash lump sum (TFCLS) at age 60, the Scheme’s normal retirement age (NRA).

Mr T has also complained that the Trustees did not respond to his emails or provide information when requested, and as a result, a number of serious issues occurred. He has stated he suffered financial loss as his subsequent transfer was calculated on an incorrect benefit basis and a further transfer payment is required.

Summary of the Ombudsman’s preliminary decision and reasons

The complaint is upheld against the Trustees because there was sufficient information available to the Trustees to pay Mr T a TFCLS, an option under the Scheme Rules, without prejudicing the ability to meet the cost of the Guaranteed Minimum Pension (GMP) at state pension age (SPA).