Allianz Retirement Savings Plan (PO-20970)

Ombudsman’s Determination

Outcome

I do not uphold Mr R’s complaint and no further action is required by Friends Life.

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

Complaint summary

Mr R’s complaint regarding Friends Life concerns the level of service that he has received. He does not believe his questions were answered nor was he provided with information that he had asked for. Additionally, Mr R is unhappy about a charge that had been applied to his account and how his complaints were dealt with. As a result, he would like the charge refunded and for his distress and inconvenience to be recognised.