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James Hay Modular iSIPP (CAS-57963-T5M1)

Complainant: Mr L
Complaint Topic: Misquote/misinformation
Ref: CAS-57963-T5M1
Outcome: Not upheld
Appeal outcome: None
Respondent: ​James Hay Partnership
Type: Pension complaint or dispute
Date:
Appeal: No

Ombudsman’s Determination

Outcome

I do not uphold Mr L’s complaint and no further action is required by ​James Hay​. 

Complaint summary

Mr L complained that he received a lower tax-free cash (TFC) lump sum than a representative of James Hay told him he would receive, and also that James Hay failed to send him cancellation rights after the lower value had been paid.     

Mr L also complained about the processes implemented by James Hay when he requested access to his TFC lump sum, the subsequent delay in paying the TFC and the delays in dealing with his complaint.

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