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CMG UK Pension Scheme (PO-27697)

Complainant: Mr R
Complaint Topic: Misquote/misinformation
Ref: PO-27697
Outcome: Partly upheld
Appeal outcome: None
Respondent: Mercer (formerly JLT Employee Benefits)
CMG Pension Trustees Limited (the Trustee)
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination



Mr R’s complaint against JLT is partly upheld. To put matters right, Mercer shall pay Mr R £1,500 for the serious distress and inconvenience he has experienced. No further action is required by the Trustee.

Complaint summary

Mr R has complained that the Trustee and JLT Employee Benefits failed to reverse his full pension option and instead pay a tax-free cash sum and reduced pension within a reasonable timescale, thereby causing him a loss that he calculates to be £4,586.29. Furthermore, he has said that when he raised his complaint it was not dealt with in an appropriate and timely manner.

View determination


Related decisions

  • NHS Pension Scheme (CAS-63106-F3Z0)
    Complainant: Ms T
    Respondent: NHS Business Services Authority
    Stoke Gifford Medical Centre
    Outcome: Partly upheld
    Complaint Topic: Misquote/misinformation
    Ref: CAS-63106-F3Z0
  • Pension Protection Fund (CAS-87452-K9T5)
    Complainant: Mr R
    Respondent: The Board of the Pension Protection Fund (the Board)
    Outcome: Not upheld
    Complaint Topic: Misquote/misinformation
    Ref: CAS-87452-K9T5