Principal Civil Service Pension Scheme – Scottish Widows AVC Facility
(PO-24660)

Ombudsman’s Determination

Outcome

I do not uphold Mr A’s complaint and no further action is required by Scottish Widows.

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

Complaint summary

Mr A was told by Scottish Widows that he could take out an AVC Plan. He later discovered that this type of plan was no longer offered by Scottish Widows, so he applied for an Individual Stakeholder Pension Plan (the Plan) instead. His complaint concerns the amount of time taken to set up the Plan and the customer service he received from Scottish Widows.