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Hornbuckle Mitchell SIPP (CAS-38681-W2H9)

Complainant: Mr N
Complaint Topic: Administration
Ref: CAS-38681-W2H9
Outcome: Upheld
Respondent: Embark Services Limited
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


The complaint is upheld against Embark because:-

  • Embark acted negligently in allowing a person impersonating Mr N (the fraudster) to change Mr N’s bank details held on the SIPP account.
  • This situation has caused Mr N serious distress and inconvenience for which he shall receive an award.

Complaint summary

Mr N complained that Embark accepted fraudulent email instructions to withdraw £20,000 from his SIPP in May 2019, and that he has incurred a financial loss as a result.

View determination


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