Jacobs Douwe Egberts UK Pension Plan – Courtaulds Section (CAS-105092-J4Y1)

Ombudsman’s Determination

Outcome

Mr D’s complaint is upheld in part. To put matters right the Administrator shall pay Mr D £500 in recognition of the significant distress and inconvenience which he has suffered.

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

Complaint summary

Mr D has complained that the Administrator failed to provide him with hard copies of his pension benefit statements and only provided these when specifically requested in February 2022 (the February Statement) and December 2022 (the December Statement). In addition, online portal access was not provided until March 2023 which caused him distress and inconvenience. 

Mr D has said he suffered financial loss due to the reduction in his annual pension and tax-free cash that occurred between the two statements and would like the amount stated in the February 2022 statement re-instated.