The Royal Bank of Scotland Group Pension Fund (PO-18412 & PO-18521)

Ombudsman’s Determination

Outcome

Mrs L’s complaint against the Bank and the Trustee is partly upheld, but there is a part of the complaint I do not agree with. In view of the compensation award that the Trustee has offered I will not make a further award.

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

Complaint summary

Mrs L’s complaint against the Bank and the Trustee is that they failed to provide Mr L, her husband, with adequate information to enable him to make sound decisions about his options under the Scheme on ceasing employment, and after his death they provided a poor level of service when Mrs L queried why a lump sum death benefit had not been paid to her. Mrs L has brought the complaint in her own name and also as Mr L’s legal personal representative.