NOW: Pensions Trust (PO-13553)

Ombudsman’s Determination

Outcome

Mrs I’s complaint is upheld and to put matters right within 21 days NOW: Pensions are to:

• Provide Mrs I with a correct benefit statement showing that all missing contributions have been paid into the Plan;
• Calculate and pay into the Plan any loss of investment growth that Mrs I has suffered for the funds not being in her pension; and
• Pay Mrs I £500 for the distress and inconvenience she has suffered.

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

Complaint summary

Mrs I has complained that her pension contributions have not been paid into the Plan, even though they have been deducted from her pay. She also complains about the service she has received from NOW: Pensions.