RBS Retirement Benefit Plan (PO-18043)

Ombudsman’s Determination

Outcome

Miss H’s complaint against the Trustee is partly upheld, but there is a part of the complaint I do not agree with. To put matters right, for the part that is upheld, the Trustee should pay Miss H £500, for the significant distress and inconvenience she has experienced.

Complaint summary

Miss H’s complaint concerns the Trustee’s decision not to allow her to transfer her pension benefits from the Plan. She believes that she has lost the opportunity to transfer her benefits because the Trustee did not give her sufficient time to complete the transfer.

Miss H has also complained that the Trustee did not respond to her initial complaint under the Plan’s internal dispute resolution procedure (IDRP).