J Whitaker & Sons Final Salary Plan (PO-12278)

Ombudsman’s Determination

Outcome

I do not uphold Mr N’s complaint and no further action is required by the Trustees or the Administrator.

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

Complaint summary

Mr N’s complaint centres on his late wife’s entitlement from the Scheme and the level of benefits that are now due to him as the surviving spouse. His four main areas of concern are:

• there was sufficient time to activate an early retirement option; and
• the Administrator failed to provide information on more suitable options upon knowledge of Mrs N’s serious ill health;
• the information issued to Mrs N about the spouse’s pension entitlement was unclear;
• the unclear information and failure to act quickly has resulted in a very significant difference in his pension entitlement.