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Boots Retirement Savings Plan (CAS-72621-Z0F7 and CAS-52587-G0C7)

Complainant: Mr E on behalf of the Estate of Mrs E, Mr E as Mrs E’s beneficiary
Complaint Topic: Membership
Ref: CAS-72621-Z0F7 and CAS-52587-G0C7
Outcome: Not upheld
Respondent: Walgreens Boots Alliance
Legal & General
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


I do not uphold Mr E’s complaints and no further action is required by WBA or L&G.

Complaint summary

Mr E submitted two complaints:

  • On behalf of the Estate of Mrs E, he complained that when employee contribution rates increased in the Auto-Enrolment Section (the AE Section) of the Plan in 2017, Mrs E should have been informed that she would receive higher employer contributions and obtain life assurance cover if she switched to the original Main Section (the Main Section) of the Plan.
  • As Mrs E’s beneficiary, he complained that because Mrs E was not enrolled in the Main Section in 2017, he received a lower value from her pension fund, and did not receive a life assurance payout.

Mr E considered he should receive the benefits that would have been paid if Mrs E had been in the Main Section of the Plan. He also requested that a review be conducted of WBA’s pension management and communication practices.

View determination


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