Scheme:
VRSEB Retirement Plan
Complainant:
Mrs N
Respondent:
Fast Pensions Limited
Topic:
Failure to provide information/act on instructions
Ref:
PO-15224
Date:
Fri 30 Dec 2016
Outcome:
Upheld

Ombudsman’s Determination

Outcome

Mrs N’s complaint is upheld and to put matters right Fast Pensions should provide a full written response to Mrs N’s questions regarding the status and security of the Plan, including the current value, and assist her in exercising her statutory right to a transfer if she so wishes.

Fast Pensions should also pay Mrs N, £1,000, to reflect the significant distress and inconvenience caused to her by their maladministration.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mrs N complains that Fast Pensions failed to respond to her enquiries about the status and security of the Plan, and to provide her with the information she requires to ascertain where her pension fund is invested.  She would like to know how she can get her money back as she fears it is lost.

View determination