Barclays Bank UK Retirement Fund (PO-27525)

Ombudsman’s Determination

Outcome

I do not uphold Mrs E’s complaint and no further action is required by the Trustee or WTW.

Complaint summary

Mrs E has complained about the delays caused by WTW in relation to her transfer request. She believes that WTW was working towards an extended guarantee end date and that it should have informed the receiving scheme about its incorrect paperwork. Had it done so; the receiving scheme could have sent the correct documents before the extended guarantee end date. As a result, she would like the original illustrated cash equivalent transfer value (CETV) to be honoured.