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Re-Assure Wealth Plan (PO-25111)

Complainant: Ms D
Complaint Topic: Misquote/misinformation
Ref: PO-25111
Outcome: Not upheld
Respondent: Re-Assure Ltd (Re-Assure)
Type: Pension complaint or dispute
Date:

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

  1. 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.
  2. 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.

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