Friends Life New Generation Personal Pension Plan (PO-15657)

Ombudsman’s Determination

Outcome

I do not uphold Mrs R’s complaint and no further action is required by Friends Life.

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

Complaint summary

Mrs R has complained that she received a number of incorrect statements from Friends Life in relation to her benefit entitlement under the Plan.

She has stated that, based on the amounts shown on these statements, she decided not to make contributions to the Plan during two periods of maternity leave in 2013 and 2015.