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Brett Packman Pension Scheme (CAS-45393-C2H6)

Complainant: Mrs T
Complaint Topic: Administration
Ref: CAS-45393-C2H6
Outcome: Not upheld
Appeal outcome: None
Respondent: Rowanmoor (part of the Embark Group)
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


Mrs T’s complaint is partly upheld but no further action is required by Rowanmoor.

Complaint summary

Mrs T has complained that Rowanmoor, the administrator of the Scheme, incorrectly informed her husband on 20 September 2019 by telephone that an income drawdown payment of £669,725.15 available to her from the Scheme would be subject to income tax at 20% instead of her marginal rate of tax.

Mrs T has said that:-

· If Rowanmoor had told her husband, Mr T, that tax would be deducted from the payment in accordance with her tax code supplied by HM Revenue & Customs (HMRC), she would have decided not to take it.

· She has paid unexpected additional income tax of around £150,000, which she cannot reclaim from HMRC.

View determination


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