Re-Assure Wealth Plan (PO-25111)

Ombudsman’s Determination

Outcome

1. I do not uphold Ms D’s complaint and no further action is required by Re-Assure.
2. My reasons for reaching this decision are explained in more detail below.

Complaint summary

3. Ms D is complaining that Re-Assure will only allow her to flexibly access her benefits in the Plan, if she transfers to a new retirement account even though she will lose a loyalty bonus (Loyalty Bonus) payable up to retirement, if she transfers.
4. She is also complaining that Re-Assure continually failed to provide sufficiently clear information to enable her to make an informed decision about her pension options.