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The LV Personal Pension Scheme - The Flexible Transitions Account (CAS-52503-J0P5)-

Complainant: Mrs N
Complaint Topic: Death benefits
Ref: CAS-52503-J0P5
Outcome: Not upheld
Respondent: Liverpool Victoria Financial Services Limited, trading as Liverpool Victoria
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


I do not uphold Mrs N’s complaint and no further action is required by LV=. 

Complaint summary

Mrs N has complained that LV= failed to provide the Trustee with full and accurate information to enable it to arrive at a fair and reasoned decision when distributing the lump sum death benefits. In particular:-

  • The Trustee relied on a nomination that her father made in 2015, which may have been fraudulent. LV= failed to provide the original copy for forensic examination and ignored the discrepancies they had highlighted.
  • LV= accepted information provided by her late father’s partner (the Partner) in preference to the information provided by his family. The lump sum death benefits should have been distributed in line with her father’s will (the Will) or shared equally between his wife (Mrs S) and his Partner. 

View determination


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