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Royal London Personal Pension Plan (CAS-41940-X1R4 & CAS-67647-W7K9)

Complainant: Mr E & Mrs E
Complaint Topic: Administration
Ref: CAS-41940-X1R4 & CAS-67647-W7K9
Outcome: Partly upheld
Appeal outcome: None
Respondent: Royal London Mutual Insurance Society Limited
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


The complaint made by Mr and Mrs E against Royal London is partly upheld. To put matters right, Royal London shall pay Mr E and Mrs E an additional goodwill award of £100 offered during the course of the Adjudicator’s investigation in recognition of the clear distress and inconvenience which they have experienced dealing with this matter.

Complaint summary

Mr E and Mrs E have complained that Royal London failed to:

  • provide them with the 2018 annual statements for the Plan policies in a timely manner; and
  • answer Mr E’s questions about the Plan policies adequately so that they could make important decisions about the retirement options available to them.

View determination


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