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Local Government Pension Scheme (PO-39992)

Complainant: Mr R
Complaint Topic: Administration
Ref: PO-39992
Outcome: Partly upheld
Appeal outcome: None
Respondent: Stockton Borough Council
Kier Pensions Unit
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


Mr R’s complaint against the Council and Kier is partly upheld. To put matters right the Council and Kier shall each pay Mr R £500 in respect of the serious distress and inconvenience caused.

Complaint summary

Mr R’s complaint is that:-

· The Council and Kier changed the date from which his ill-health pension became payable.

· A flowchart produced by Kier to assist members with the Scheme’s ill-health benefits payment process was misleading.

· Kier wrote to him at his former home, even though he had previously notified a change of address.

· This poor service has caused him financial detriment as well as distress and inconvenience.

View determination


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  • Suffolk Life Master SIPP (CAS-37412-G7F9)
    Complainant: Mr Y
    Respondent: Curtis Banks
    Outcome: Not upheld
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    Complainant: Mr Y
    Respondent: Rowanmoor Group plc
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