Ardenconnel Services Ltd Staff Pension Scheme (PO-12883)

Ombudsman’s Determination

Outcome

Mrs E’s complaint against Roxburgh and Standard Life is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld) she should be compensated for the significant distress and inconvenience their maladministration has caused her to suffer.

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

Complaint summary

Mrs E says Roxburgh and Standard Life failed to inform her late husband, Mr E, that life cover under the Scheme would cease at age 60. And after he passed away, she was wrongly advised that life cover was still in place. Mrs E says her husband was not given the opportunity to obtain alternative life cover.