Hanson Industrial Pension Scheme (CAS-52110-D6V8)

Ombudsman’s Determination

Outcome

I do not uphold Mr S’ complaint and no further action is required by the Company, the Trustee or Capita.

Complaint summary

Mr S’ complained that:

the Company and the Trustee did not allow him the opportunity to claim his pension commencement lump sum (PCLS) in the way that he wished to;

there was a delay in the calculation of his Scheme benefits;

incorrect information, regarding the payment of a pension arrears lump sum, was provided to HM Revenue and Customs (HMRC);

there were delays caused by Capita in updating an online pensions portal with the details of a one-off lump sum payment he made; and 

he experienced general delays in receiving responses to his queries and requests for information.