Scheme:
LH Group Holdings Limited Pension Scheme
Complainant:
Mr M
Respondent:
Aviva
Topic:
Misquote/misinformation
Ref:
PO-21899
Date:
Wed 24 Apr 2019
Outcome:
Not upheld

Ombudsman’s Determination

Outcome

I do not uphold Mr M’s complaint and no further action is required by Aviva.

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

Complaint summary

Mr M complains that Aviva provided incorrect information in its retirement options pack (ROP) from 2014. The ROP indicated that Mr M would be able to take 100% of his current fund value at the time, being £31,330.27, as tax-free cash. On this basis, Mr M increased his pension contributions thinking that he would have a larger tax- free lump sum when he came to retire. Mr M would like Aviva to honour the illustration and to recognise the distress and inconvenience it caused.

View determination