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ReAssure Personal Pension Plan (CAS-77795-P0X4)

Complainant: Mr N
Complaint Topic: Benefits: refusal/failure to pay or late payment
Ref: CAS-77795-P0X4
Outcome: Partly upheld
Respondent: ReAssure Ltd (ReAssure)
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


Mr N’s complaint against ReAssure is partly upheld.

To put matters right, ReAssure shall award Mr N £1,000 (inclusive of the £450 payment already made) in recognition of the serious non-financial injustice which he has suffered in connection with this matter.

Complaint summary

Mr N complained that ReAssure provided him with a substandard administrative service for the Plan. He said that ReAssure: 

  • failed to comply with his request made in March 2021 to draw the remaining funds available from the Plan as income in a timely manner;
  • incorrectly applied income tax to the payment; and 
  • failed to respond to his: (a) potential fraud alert in April 2021; (b) enquiries about the Plan; and (c) subsequent complaint without delay and within its timescales.

View determination


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