Kepston Retirement Benefit Scheme (the Scheme) – defined contribution
scheme replacement policy (PO-15060)

Ombudsman’s Determination

Outcome

Mr N’s complaint is partly upheld, but there is a part of the complaint I do not agree with. To put matters right, Aviva should compensate him for the non-financial loss he has suffered.

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

Complaint summary

Mr N’s complaint against Aviva and JLT is that his benefits in the Scheme were transferred to the Policy without his consent (or prior knowledge). He says that he has suffered a financial loss as a result of the transfer.