British American Tobacco UK Pension Fund (PO-16971)

Ombudsman’s Determination

Outcome

Mr E’s complaint against the Trustee and Capita is partly upheld, but there is a part of the complaint I do not agree with. To put matters right, for the part that is upheld, the Trustee should pay Mr E an award of £500, in addition to the £500 that he has already received, in respect of the significant non-financial injustice he has suffered.

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

Complaint summary

Mr E says he received incorrect information about the level of contingent spouse’s pension payable on his death. He relied on assurances provided by Capita in July 2014, when deciding to gift his daughter a share in an investment property, a decision he cannot now unwind. Had he been given correct information, he would have reduced the monetary value of the gift by £13,500.