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House of Fraser Pension Plan (CAS-35520-B9T1)

Complainant: Mrs S
Complaint Topic: Failure to provide information/act on instructions
Ref: CAS-35520-B9T1
Outcome: Partly upheld
Respondent: 1. House of Fraser Pension Trustees Limited
2. Equiniti Pension Solutions
Type: Pension complaint or dispute
Date:

Ombudsman’s Determination

Outcome

Mrs S’ complaint against the Trustee and Equiniti is partly upheld. To put matters right (for the part that is upheld) the Trustee shall pay Mrs S £500 for the significant distress and inconvenience she has experienced.

Complaint summary

Mrs S has complained about the delays and poor service she experienced when trying to obtain retirement quotations. She believes the delays and poor service have resulted in her incurring a financial loss, as the Plan is now in the Pension Protection Fund’s (PPF) assessment period.

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