Norbord UK (Sterling) Pension Scheme (CAS-81732-G9M7)

Ombudsman’s Determination

Outcome

I do not uphold Ms E’s complaint and no further action is required by the Trustee or the Administrator. 

Complaint summary

Ms E complained that:-

• The Administrator and Trustee failed to act on Mr E’s instruction to transfer the Cash Equivalent Transfer Value (CETV) of the retirement benefits accrued in his name under the Scheme. 
• The Administrator’s delays in providing information to Mr E’s financial adviser resulted in the failure to arrange the transfer before Mr E died. As a result, Ms E and the late Mr E’s family suffered severe financial difficulty.
• The Administrator ignored complaints from financial advisers.