Jeffery Flanders (Consulting) Ltd Retirement & Death Benefit Scheme (PO-4143)

Complaint summary

Mr Jeffery complains that Friends Life (incorporating AXA Sun Life):

• failed to carry out his instructions in December 2006 to remove Suntrust Ltd as Special Trustee of the Scheme; and
• incorrectly deducted Special Trustee fees since December 2006 from the Scheme.
• He also alleges that Friends Life has provided him with a generally substandard administrative service for the Scheme over the years.

Summary of the Ombudsman’s determination and reasons

The complaint should not be upheld against Friends Life because the evidence falls short of establishing that Friends Life had failed to carry out the instructions which Mr Jeffery says he gave them in December 2006 to remove Suntrust Ltd as Special Trustee of the Scheme. Also, any administrative failings did not cause Mr Jeffery particular distress or inconvenience.